Senior CX Analytics Manager

Dallasfull time

On Site

senior

H1B: yes

Crunchyroll Senior CX Analytics Manager at Crunchyroll leads advanced analytics within the global Customer Experience organization. Develops analytical frameworks, predictive models, and insights to improve customer satisfaction and operational efficiency.

Responsibilities

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.
Lead Advanced Analytics Strategy
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.
Deliver Actionable Business Insights
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.

Qualification

12+ years of experience in analyticsBA or advanced degree in AnalyticsIn addition to getting to work with fun

Required

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.
Why you will love working at Crunchyroll
In addition to getting to work with fun, passionate and inspired colleagues, you will also enjoy the following benefits and perks:

Benefits

Dental
Vision
401(k)
Annual Bonus
Life Insurance

Company

Crunchyroll

View company page

Source: greenhouse

Active within the past hour

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