Senior CX Analytics & Insights Leader

Crunchyroll Inc.; Dallas (TX); On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

Salary plus performance bonus

Flexible time off

Medical, dental, vision insurance

Health Savings Account

401(k) with employer match

Commuter benefits

Parental support

Pet-friendly offices

Job summary

Crunchyroll is seeking a Senior CX Analytics Manager to lead our global CX analytics strategy and deliver actionable insights across functions. You will partner with CX Leadership, Product, Marketing, and BI to drive forecasting, journey analytics, and predictive modeling that improve customer satisfaction and retention.

The role emphasizes data storytelling for executives, scalable analytics frameworks, and building analytics products alongside Data Engineering and BI teams.

Qualifications

• 12+ years in analytics, business intelligence, data science, or related fields.
• 3+ years of people leadership in analytics or insights teams.
• Advanced expertise in SQL and data analysis techniques.
• Experience with large-scale datasets and modern analytics platforms.
• 8+ years of experience with BI and visualization tools (Tableau/Looker/Power BI).
• Proven ability to influence executives through data storytelling.
• Experience supporting CX, customer experience, contact center, or operations.
• Strong understanding of statistical analysis, forecasting, and predictive modeling.
• BA or advanced degree in Analytics, Statistics, Economics, Mathematics, or Data Science.

Responsibilities

• Lead advanced analytics strategy and develop a CX analytics roadmap.
• Build scalable frameworks to measure customer experience across journeys.
• Translate data into actionable, executive-ready recommendations.
• Collaborate with CX, Product, Marketing, Finance, and BI teams to deliver insights.
• Develop forecasting, capacity planning, and workload modeling for operations.
• Oversee dashboards, self-service reporting, and standardized KPI definitions.

Skills

SQL

Data analysis

Leadership

BI tools

Predictive modeling

Storytelling

CX analytics

Education

BA or advanced degree in Analytics/Statistics/Math/Data Science

Tools

Tableau

Looker

Power BI

Job description

Crunchyroll is seeking a Senior CX Analytics Manager to lead our global CX analytics strategy and deliver actionable insights across functions. You will partner with CX Leadership, Product, Marketing, and BI to drive forecasting, journey analytics, and predictive modeling that improve customer satisfaction and retention.

The role emphasizes data storytelling for executives, scalable analytics frameworks, and building analytics products alongside Data Engineering and BI teams.