Note: The job is a remote job and is open to candidates in USA. Darktrace is a global leader in AI-driven cybersecurity helping organizations detect and respond to evolving cyber threats. The Senior Customer Experience Operations Analyst will build and own CX metrics dashboards across Professional Services, Customer Success, Analyst Services, and Support, while consolidating and transforming data from multiple systems. The role will investigate data quality and lineage, develop reporting frameworks, and provide insights and recommendations to CX leaders.
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
- 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
- Strong communication skills. You will need to present findings to senior leaders and explain complex data concepts in plain business terms
Benefits
- Remote role; candidates must 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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