Senior Customer Experience Operations Analyst

Darktrace is a global leader in AI-driven cybersecurity, helping organizations stay ahead of evolving threats. We were built on a genuinely differentiated idea: that Adaptive AI could detect and respond to novel, real-time cyber threats. Today, our customers depend on us to stay ahead, and we are energized by that responsibility. We work across teams, rally around shared goals, own outcomes end-to-end, and make decisions with urgency while holding each other to high standards with care and directness.

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 that 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 currently 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 (Professional Services, Customer Success, Analyst Services, Support) and expanding into a robust dashboard and insights framework over time.
• Investigate and map CX data across multiple systems (including Salesforce, Gong, and proprietary applications) to identify the fields and field combinations needed to produce each desired metric.
• Partner with IT, Application, and Data Warehouse teams to access source data while owning the CX-layer logic for structuring, transforming, and using that data for operational reporting.
• Perform hands-on data transformation and cleansing as an interim solution for immediate business needs, migrating to the data warehouse solution as it evolves.
• 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 expert on data lineage, data quality, and source-system quirks, proactively identifying and resolving data integrity issues that affect metric accuracy.
• Navigate 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.
• Work with Revenue Operations, Data & Analytics, and Business Systems teams as a partner and consumer, ensuring CX-specific reporting needs are met without duplicating existing efforts.
• Leverage AI tools to accelerate data exploration, automate repetitive transformation tasks, and generate initial drafts of analyses or documentation.

Qualifications & Experience

• 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 to manage data as an interim solution.
• 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 where answers are unclear, including 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 simultaneously.
• Collaborative mindset with experience partnering across IT, Data Engineering, and business teams while maintaining clear ownership boundaries appropriate to an operations role.

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