Senior CX Data & Insights Analyst (Remote—ET)

Darktrace; United States; Remote; USD 100.000 - 120.000; Vollzeit

Benefits dieser Stelle

Medical, dental and vision insurance

Paid parental leave

Pet insurance

Life insurance

Commuter benefits

401(k)

Employee Assistance Program

Zusammenfassung

Darktrace is seeking a Senior Customer Experience Operations Analyst to own CX metrics dashboards spanning Professional Services, Customer Success, Analyst Services, and Support. You will unite data from Salesforce, Gong, and proprietary apps, transform it, and deliver actionable insights to CX leadership.

The role is remote with requirement to be based in the Eastern Time Zone, collaborating with IT and Revenue Operations to ensure clean, reliable data and impactful metrics.

Qualifikationen

• 3+ years in analytics, BI, or data roles within CX, SaaS operations.
• Experience building dashboards with Tableau and Power BI using live data connections.
• Proficient in SQL and data transformation for interim data needs.
• Strong knowledge of Salesforce data architecture, reporting, and dashboards.
• Familiarity with CX metrics and their impact on outcomes.
• Able to interview stakeholders, reverse-engineer undocumented processes, and define metrics.
• Comfort with AI tools (Copilot, Claude) to speed analysis and draft docs.
• Strong communication and ability to present findings to senior leaders.
• Organized, self-directed, and able to manage multi-stakeholder roadmaps.

Aufgaben

• Develop a phased CX Metrics dashboard strategy for all CCO functions.
• Map CX data across systems (Salesforce, Gong, proprietary apps) for metrics.
• Partner with IT and Data teams to access source data and define CX-layer logic.
• Transform and cleanse data to address immediate needs, migrating to data warehouse.
• Design automated dashboard feeds pulling data from multiple systems.
• Own data lineage, quality, and source-system quirks; resolve data issues.
• Clarify ambiguous data by interviewing stakeholders and documenting definitions.
• Share insights with CX leaders, surfacing trends and opportunities for improvement.
• Maintain a CX metrics catalog detailing definitions, sources, and refresh cadence.
• Collaborate with Revenue Ops, Data & Analytics, and Business Systems without duplicating efforts.
• Leverage AI to accelerate data exploration and draft analyses/docs.

Kenntnisse

Tableau

Power BI

SQL

Salesforce

Data visualization

CX metrics

Stakeholder interviewing

AI tools

Communication

Organization

Tools

Salesforce

Gong

Gainsight

ETL

Jobbeschreibung

Darktrace is seeking a Senior Customer Experience Operations Analyst to own CX metrics dashboards spanning Professional Services, Customer Success, Analyst Services, and Support. You will unite data from Salesforce, Gong, and proprietary apps, transform it, and deliver actionable insights to CX leadership.

The role is remote with requirement to be based in the Eastern Time Zone, collaborating with IT and Revenue Operations to ensure clean, reliable data and impactful metrics.