Senior CX Data & Metrics Specialist (Remote)

Darktrace; Maryland; On-site; USD 100,000 - 120,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

Dependent coverage

Paid parental leave

Pet insurance discount

Life insurance

Commuter benefits

401(k)

Employee Assistance Program

Job summary

Darktrace is seeking a Senior Customer Experience Operations Analyst to build and own CX metrics dashboards across Professional Services, Customer Success, Analyst Services, and Support. You will become the go-to expert on CX data, cleaning and consolidating information from Salesforce, Gong, and proprietary systems to produce actionable metrics.

Role is remote, but candidates must be based in the Eastern Time Zone.

Qualifications

• 3+ years of analytics, BI, or data-focused roles in CX or SaaS operations.
• Experience building dashboards with Tableau and Power BI with live data.
• Proficient in writing SQL and ETL tasks for interim data work.
• Strong knowledge of Salesforce data architecture and related dashboards.
• Familiar with CRM and adjacent data sources (e.g., Gong, Gainsight).

Responsibilities

• Develop a phased CX Metrics dashboard strategy for each CCO function.
• Map and transform CX data from multiple systems for metrics.
• Collaborate with IT and Data teams to access source data and define CX-layer logic.
• Perform data cleansing and transitional ETL until data warehouse is ready.
• Design automated dashboard feeds pulling data into a single CX view.
• Own data lineage, quality, and source-system quirks to ensure metric accuracy.
• Document data definitions and calculation methods across departments.
• Share insights with CX leaders, highlighting trends and opportunities.

Skills

Data analysis

SQL

Dashboards

BI tools

CRM data

Tools

Tableau

Power BI

Salesforce

Gong

Gainsight

Job description

Darktrace is seeking a Senior Customer Experience Operations Analyst to build and own CX metrics dashboards across Professional Services, Customer Success, Analyst Services, and Support. You will become the go-to expert on CX data, cleaning and consolidating information from Salesforce, Gong, and proprietary systems to produce actionable metrics.

Role is remote, but candidates must be based in the Eastern Time Zone.