Senior Customer Experience Operations Analyst

Darktrace is a global leader in AI-driven cybersecurity, helping organizations stay ahead of evolving threats. Our Adaptive AI approach detects and responds to novel, real-time cyber threats, which is more critical than ever in the era of AI. We work across teams, own outcomes end-to-end, and move with urgency to anticipate customer needs.

About the role

The CX Operations team is seeking a Senior Customer Experience Operations Analyst to build and own a series of CX Metrics dashboards. These dashboards will provide leading indicators and performance results across all Chief Customer Officer (CCO) functions: Professional Services, Customer Success, Analyst Services, and Support. In this role, you will become the go-to expert on CX data and data sources, working hands-on to investigate, clean up, and consolidate information spread across multiple commercial and proprietary systems. The ideal candidate is curious, organized, and comfortable working in environments where data is messy and poorly documented. They are motivated by turning scattered information into actionable insights for business stakeholders.

Please note that while this role is remote, candidates must be based in the Eastern Time Zone.

Responsibilities

• Develop a phased CX Metrics dashboard strategy, starting with core metrics for each CCO function and building a robust dashboard and insights framework over time.
• Investigate and map CX data across multiple systems (including Salesforce, Gong, and proprietary applications) to identify fields and field combinations needed for each metric.
• Partner with IT, Application, and Data Warehouse teams to access source data while owning the CX-layer logic for structuring, transforming, and using data for operational reporting.
• Perform hands-on data transformation and cleansing as an interim solution, migrating to the data warehouse as it evolves to meet 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 identifying and resolving data integrity issues.
• Work through ambiguous data situations by collaborating across departments, piecing together undocumented logic, and documenting resulting data definitions and calculation methods.
• Share insights and recommendations from dashboards with CX leaders and functional teams, surfacing trends, flagging anomalies, and identifying opportunities for improvement.
• Build and maintain a CX metrics catalog documenting standard metrics for each CCO function, including what they measure, data sources, and refresh frequency.
• Collaborate with Revenue Operations, Data & Analytics, and Business Systems teams as a consumer and partner, ensuring CX-specific reporting needs are met without duplication.
• Leverage AI tools to accelerate data exploration, automate repetitive transformation tasks, and generate initial drafts of analyses or documentation.

Requirements

• 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, including writing SQL queries and simple ETL logic for interim solutions.
• Strong working knowledge of Salesforce data architecture, reporting, and dashboards, with 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 ambiguous situations, comfortable interviewing stakeholders, reverse-engineering undocumented processes, and synthesizing incomplete information into reliable metric definitions.
• Comfort 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, with the ability to present findings to senior leaders and explain complex data concepts in plain business terms.
• Highly organized and self-directed, capable of managing a phased roadmap of deliverables across multiple functional stakeholders.
• Collaborative mindset with experience partnering across IT, Data Engineering, and business teams while maintaining clear ownership boundaries.

Pay

$100,000–$120,000

Benefits

• 100% medical, dental, and vision insurance, plus coverage for dependents
• Paid parental leave
• Pet insurance
• Discount
• Life insurance
• Commuter benefits
• 401(k)
• Employee Assistance Program