Senior CX Insights & Analytics Leader

Crunchyroll, LLC; Dallas (TX); Hybrid; USD 140,000 - 190,000; Full time

Benefits offered by this job

Salary plus performance bonus

Flexible time off

Medical, dental, vision, STD, LTD, and

Life insurance

Health Savings Account (HSA)

401(k) with employer match

Commuter benefits

Support for new parents

Pet insurance

Pet-friendly offices

Job summary

Crunchyroll, LLC is seeking a Senior CX Analytics Manager to lead advanced analytics for our global Customer Experience organization. You will partner with CX, Product, and Finance to translate data into strategic insights that improve satisfaction, retention, and operations.

The role requires deep statistical knowledge, strong SQL and BI skills, and experience guiding analytics teams to deliver scalable dashboards and predictive models.

Qualifications

• 12+ years of experience in analytics, BI, data science, or related fields.
• 3+ years of people leadership experience managing analytics or insights teams.
• Advanced expertise in SQL and data analysis techniques.
• Experience working with large-scale datasets and modern analytics platforms.
• 8+ years of experience with BI and visualization tools such as Tableau, Looker, Power BI, or similar platforms.
• Proven ability to influence executive stakeholders through data-driven storytelling.
• Experience supporting CX, customer support, contact center, or operations functions.
• Strong understanding of statistical analysis, experimentation, forecasting, and predictive modeling.
• Demonstrated ability to balance strategic thinking with hands-on analytical execution.

Responsibilities

• Lead the development of the CX analytics roadmap and strategic insights across CX, Product, Subscription, Marketing, and Finance teams.
• Translate complex datasets into clear recommendations that drive measurable business outcomes.
• Conduct deep-dive analyses to uncover root causes of customer issues and operational inefficiencies.
• Lead customer segmentation, journey analytics, retention analysis, and predictive modeling initiatives.

Skills

Analytics leadership

SQL proficiency

Large-scale data analysis

Executive storytelling

Customer analytics

Data visualization

Education

BA or advanced degree in Analytics, Statistics, Economics, Mathematics, Data Science or related field

Tools

Tableau

Looker

Power BI

Job description

Crunchyroll, LLC is seeking a Senior CX Analytics Manager to lead advanced analytics for our global Customer Experience organization. You will partner with CX, Product, and Finance to translate data into strategic insights that improve satisfaction, retention, and operations.

The role requires deep statistical knowledge, strong SQL and BI skills, and experience guiding analytics teams to deliver scalable dashboards and predictive models.