CX Analytics & Insights Analyst

Crunchyroll; Ciudad de México; Presencial; MXN 600.000 - 900.000; Jornada completa

Descripción de la vacante

Crunchyroll is seeking a CX Operations Analyst to build foundational analytics for Customer Experience. You will develop, maintain, and enhance dashboards and reporting solutions to provide visibility into contact center performance, customer health, and trends.

The role starts with Tableau and Salesforce reporting and expands into advanced CX analytics and insights. This position offers collaboration with CX, Ops, Product, and BI teams, with opportunities to influence strategic decisions and

Formación

• Bachelor's degree in Analytics, Statistics, Business, Economics, Information Systems, Data Science, or related field, or equivalent practical experience.
• 5+ years of experience in analytics, business intelligence, operations analysis, customer experience, or related roles.
• Experience building dashboards and reports in Tableau.
• Experience working with Salesforce reporting and dashboards.
• Strong SQL skills and experience working with relational datasets.
• Ability to communicate insights clearly to both technical and non-technical audiences.
• Strong problem-solving skills and attention to detail.
• Comfortable working in a fast-paced, evolving environment.

Responsabilidades

• Design, develop, and maintain Tableau dashboards that provide real-time and historical visibility into contact center operations and customer experience performance.
• Build and support Salesforce dashboards and reports used by CX leadership and operational teams.
• Create scalable reporting solutions that deliver consistent, trusted metrics across the organization.
• Monitor dashboard performance, data quality, and reporting reliability.
• Analyze customer support performance metrics including contact volume, service levels, response times, customer satisfaction, resolution rates, and agent productivity.
• Identify trends, anomalies, and operational opportunities that improve customer outcomes and efficiency.
• Partner with CX leaders to define KPIs and establish measurement frameworks.
• Translate complex data into clear business recommendations and executive-ready visualizations.
• Work closely with Customer Experience, Product, Engineering, Data, and BI teams to improve access to customer data and insights.
• Gather stakeholder requirements and translate business questions into analytical solutions.
• Support recurring business reviews with reporting, insights, and recommendations.
• Develop deeper analytical capabilities around customer behavior, retention, support effectiveness, and customer journey optimization.
• Perform root cause analysis to identify drivers of customer issues and support demand.
• Contribute to predictive and prescriptive analytics initiatives as the CX Analytics function evolves.
• Help build a culture of data-driven decision making across Customer Experience.

Conocimientos

Tableau dashboards

Salesforce reporting

SQL

Data storytelling

Analytical thinking

Educación

Bachelor's degree in Analytics, Statistics, Business, Economics, Information Systems, Data Science, or related field

Herramientas

Tableau

Salesforce

Zendesk

Python

R

Descripción del empleo

Crunchyroll is seeking a CX Operations Analyst to build foundational analytics for Customer Experience. You will develop, maintain, and enhance dashboards and reporting solutions to provide visibility into contact center performance, customer health, and trends.

The role starts with Tableau and Salesforce reporting and expands into advanced CX analytics and insights. This position offers collaboration with CX, Ops, Product, and BI teams, with opportunities to influence strategic decisions and