Senior Customer Experience Operations Analyst

About the role

Darktrace 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 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 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 data for operational reporting.
• Perform hands-on data transformation and cleansing as an interim solution, migrating to the data warehouse 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 person on data lineage, quality, and source-system quirks; proactively identify and resolve data integrity issues.
• Navigate ambiguous data situations by collaborating across departments, piecing together undocumented logic, and documenting data definitions and calculation methods.
• Share insights and recommendations from dashboards with CX leaders, surfacing trends, flagging anomalies, and identifying improvement opportunities.
• Build and maintain a CX metrics catalog documenting standard metrics, data sources, and refresh frequency for each CCO function.
• Work with Revenue Operations, Data & Analytics, and Business Systems teams to ensure CX-specific reporting needs are met without duplication.
• Leverage AI tools to accelerate data exploration, automate repetitive tasks, and generate 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.
• 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 for interim solutions.
• Strong working knowledge of Salesforce data architecture, reporting, and dashboards, with experience extracting and interpreting data from CRM and adjacent systems (e.g., Gong, Gainsight).
• Familiarity with standard CX metrics (Customer Success, Professional Services, Renewals, Support) and how they drive outcomes.
• Proven ability to work in ambiguous situations, reverse-engineering undocumented processes and synthesizing incomplete information into reliable metrics.
• Comfort using AI and large language model tools (e.g., Copilot, Claude) to speed up analysis, debug code, and draft documentation.
• Strong communication skills to present findings to senior leaders and explain complex data concepts in plain terms.
• Highly organized and self-directed, managing phased deliverables across multiple 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 for employees and dependents
• Paid parental leave
• Pet insurance
• Life insurance
• Commuter benefits
• 401(k)
• Employee Assistance Program