Senior CX Analytics Manager

Crunchyroll is seeking a Senior CX Analytics Manager to lead advanced analytics efforts within our global Customer Experience organization. Reporting to the Director, CX Insights & Analytics, this role serves as a central analytics hub supporting CX Insights Managers, Contact Center Operations, Vendor Partners, Product teams, and business stakeholders across the company.

This leader will drive the development of analytical frameworks, predictive models, performance measurement systems, and strategic insights that improve customer satisfaction, operational efficiency, retention, and business outcomes. The ideal candidate combines strong technical expertise with business acumen and a passion for translating complex data into compelling narratives that influence executive decision-making.

This role is highly visible and requires close partnership with leaders across CX, Product, Subscription, Marketing, Trust & Safety, Finance, Data Engineering, and Business Intelligence teams.

• Develop and execute the CX analytics roadmap aligned with customer and business objectives.
• Establish scalable analytical frameworks to measure customer experience performance across support channels, products, and customer journeys.
• Identify opportunities to improve customer satisfaction, reduce effort, increase retention, and optimize operational performance.
• Serve as a strategic thought partner to CX leadership on emerging trends, risks, and opportunities.

• Translate large, complex datasets into clear recommendations that drive measurable business outcomes.
• Conduct deep-dive analyses to uncover root causes of customer issues, operational inefficiencies, and customer behavior patterns.
• Lead customer segmentation, journey analytics, cohort analysis, retention analysis, and predictive modeling initiatives.
• Create executive-level narratives and presentations that communicate insights effectively to senior leadership.

• Partner with Contact Center Operations leaders to measure and improve operational performance.
• Develop forecasting, capacity planning, and workload modeling capabilities.
• Analyze agent performance, productivity, quality, and customer outcomes to identify optimization opportunities.
• Evaluate vendor performance and support strategic business reviews through data-driven insights.

• • Partner with Data Engineering and BI teams to improve data accessibility, governance, and reporting infrastructure.
  • Drive the development of dashboards, self-service reporting tools, and automated insight generation.
  • Establish standardized KPI frameworks, metric definitions, and reporting methodologies across the CX organization.
  • Evaluate and implement advanced analytics, machine learning, and AI-driven solutions where appropriate.

We are considering applicants for the location of Dallas, Texas. 

• 12+ years of experience in analytics, business intelligence, data science, customer analytics, 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 customer experience, 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.
• BA or advanced degree in Analytics, Statistics, Economics, Mathematics, Data Science, or a related field.

In addition to getting to work with fun, passionate and inspired colleagues, you will also enjoy the following benefits and perks:

• Receive a great compensation package including salary plus performance bonus earning potential, paid annually.
• Flexible time off policies allowing you to take the time you need to be your whole self.
• Generous medical, dental, vision, STD, LTD, and life insurance
• Health Saving Account HSA program
• Health care and dependent care FSA
• 401(k) plan, with employer match
• Employer paid commuter benefit
• Support program for new parents
• Pet insurance and some of our offices are pet friendly!

#LifeAtCrunchyroll #LI-Hybrid