Senior Customer Experience Operations Analyst

Darktrace is a global leader in AI for cybersecurity that keeps organizations ahead of the changing threat landscape every day. Founded in 2013, Darktrace provides the essential cybersecurity platform protecting nearly 10,000 organizations from unknown threats using its proprietary AI. The Darktrace Active AI Security Platform™ delivers a proactive approach to cyber resilience to secure the business across the entire digital estate – from network to cloud to email. Breakthrough innovations from our R&D teams have resulted in over 200 patent applications filed. Darktrace’s platform and services are supported by over 2,400 employees around the world. To learn more, visit http://www.darktrace.com.

Job Description:

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 that today is 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 something business stakeholders can actually use.

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

Key Duties & 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

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. 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 C