Senior Customer Experience Operations Analyst

Darktrace is a global leader in AI-driven cybersecurity, helping organizations stay ahead of evolving threats every day.    

Darktrace was built on a genuinely differentiated idea: that Adaptive AI could detect and respond to novel, real-time cyber threats. That approach matters more than ever in the era of AI.  Today, our customers depend on us to stay ahead.   

At Darktrace, we are energized by that responsibility.  We work across teams and rally around a shared goal. We own outcomes end to end - step in, step up and see things through without waiting to be asked.   We make decisions with urgency, say the hard thing, and hold each other to high standards with care and directness. We move first and learn fast anticipating where our customers are going next, continuously challenging ourselves.  

We invest in the skills, learning and opportunities that help people deliver at the level their roles demand, and reward the aptitude and curiosity to grow beyond them. 

Our Values: Own It | Win as One | Raise Our Bar | Move First. Learn Fast 

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 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.

• Strong communication skills. You will need to present findings to senior leaders and explain complex data concepts in plain business terms

• 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

Salary: $100,000-$120,000

Benefits:

• 100% medical, dental and vision insurance, plus dependents

• Paid parental leave

• Pet insurance Discount

• Life insurance

• Commuter benefits

• 401(k)

• Employee Assistance Program

As a growing business strengthening its governance and controls, this role plays a part in supporting high standards of integrity and accountability.

Darktrace is an Equal Opportunity Employer. We consider all qualified applicants for employment without regard to race, color, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

Darktrace is committed to providing reasonable accommodations to qualified individuals with disabilities in accordance with applicable laws. If you require a reasonable accommodation to participate in the application or interview process, please contact your Talent Partner.

Employment with Darktrace is at-will, meaning either the employee or Darktrace may terminate the employment relationship at any time, with or without cause or notice, except where prohibited by law or governed by a separate written agreement.