Note: The job is a remote job and is open to candidates in USA. Darktrace is a global leader in AI-driven cybersecurity. The company is seeking a Senior Customer Experience Operations Analyst to build and own CX metrics dashboards, consolidate data across commercial and proprietary systems, ensure data quality, and provide actionable insights to customer-facing leadership teams.
Responsibilities
- Develop a phased CX Metrics dashboard strategy. Start by delivering initial core metrics for each CCO function (Professional Services, Customer Success, Analyst Services, Support) and then build out a more robust dashboard and insights framework over time
- Investigate and map CX data across multiple systems (including Salesforce, Gong, and proprietary applications) to identify which fields and field combinations are needed to produce each desired metric
- Partner with IT, Application, and Data Warehouse teams to get access to source data, while owning the CX-layer logic for how that data is structured, transformed, and used for operational reporting
- Perform hands-on data transformation and cleansing as an interim solution for immediate business needs and migrate to the data warehouse solution as that source evolves to meet the business needs
- Design and build automated dashboard feeds that pull data from multiple systems into a single view of CX leading indicators and performance metrics
- Become the CX organization's go-to person on data lineage, data quality, and source-system quirks. Proactively identify and resolve data integrity issues that affect metric accuracy
- Work through ambiguous data situations by talking to people across departments, piecing together undocumented logic, and documenting the resulting data definitions and calculation methods
- Share insights and recommendations from the dashboards with CX leaders and functional teams. This role is not just about building reports; we need you to surface trends, flag anomalies, and identify opportunities for improvement
- Build and maintain a CX metrics catalog that documents the standard metrics for each CCO function, what they measure, where the data comes from, and how often it refreshes
- Work with Revenue Operations, Data & Analytics, and Business Systems teams as a consumer and partner (not a substitute), making sure CX-specific reporting and insights needs are met without duplicating what those teams already provide
- Leverage AI tools to accelerate data exploration, automate repetitive transformation tasks, and generate initial drafts of analyses or documentation
Skills
- Please note that while this role is remote, candidates must be based in the Eastern Time Zone
- 3+ years of experience in analytics, business intelligence, or data-focused roles within Customer Experience, Customer Success, or SaaS operations environments
- Experience building dashboards and automated reporting using tools such as Tableau and Power BI with live data connections
- Hands-on proficiency with data transformation and preparation
- Comfortable writing SQL queries and simple ETL logic to manage data as an interim solution for immediate business needs while the data warehouse team implements the long term strategy
- Strong working knowledge of Salesforce data architecture, reporting and dashboards and experience extracting, joining, and interpreting data from CRM and adjacent systems (e.g., Gong, Gainsight, proprietary platforms)
- Familiarity with standard CX metrics (Customer Success, Professional Services, Renewals, Support) and an understanding of how each metric drives outcomes
- Proven ability to work in situations where nobody has a clear answer
- You should be comfortable interviewing stakeholders, reverse-engineering undocumented processes, and pulling together incomplete information into reliable metric definitions
- Comfortable using AI and large language model tools (e.g., Copilot, Claude) to speed up data analysis, write or debug code, and draft documentation
- Strong communication skills
- You will need to present findings to senior leaders and explain complex data concepts in plain business terms
- Highly organized and self-directed
- You will be managing a phased roadmap of deliverables across multiple functional stakeholders at the same time
- Collaborative mindset with experience partnering across IT, Data Engineering, and business teams, while maintaining clear ownership boundaries appropriate to an operations role
Benefits
- The role is remote, with candidates required to be based in the Eastern Time Zone.
- 100% medical, dental and vision insurance, plus dependents
- Paid parental leave
- Pet insurance Discount
- Life insurance
- Commuter benefits
- 401(k)
- Employee Assistance Program
Company Overview
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