Director, CX Insights & Analytics

<div class="content-intro"><h2 data-pm-slice="1 1 []">About Crunchyroll</h2> <p>Founded by fans, Crunchyroll delivers the art and culture of anime to a passionate community. We super-serve over 100 million anime and manga fans across 200+ countries and territories, and help them connect with the stories and characters they crave. Whether that experience is online or in-person, streaming video, theatrical, games, merchandise, events and more, it’s powered by the anime content we all love.</p> <p>Join our team, and help us shape the future of anime!</p></div><h2>About the role</h2> <p>The Director of CX Insights Analytics is responsible for defining and leading Crunchyroll’s global customer experience intelligence strategy, combining qualitative customer insights and quantitative operational analytics into a unified, decision-driving function. This role ensures insights data are transformed into clear, actionable intelligence that informs product, content, marketing, and CX strategy across the organization.</p> <p>Reporting into the VP of Customer Experience, this role leads both the CX Insights and CX Analytics teams and serves as the executive owner of success measurement, analysis and data-driven storytelling for the CX organization.</p> <h2><strong>Responsibilities</strong></h2> <ul> <li>Define and own the end-to-end CX insights and analytics vision, strategy, and operating model</li> <li>Integrate qualitative customer insights (feedback, sentiment, community signals) with quantitative operational and behavioral data to create a holistic view of the customer experience</li> <li>Establish clear frameworks for how CX data informs business decisions, prioritization, and investment</li> <li>Own CX measurement frameworks, including CSAT, NPS, effort, operational KPIs, and experience drivers</li> <li>Oversee development of dashboards, reports, experimentation, and advanced analytics to support both strategic and operational needs</li> <li>Guide the use of statistical analysis, forecasting, experimentation, and qualitative research methodologies</li> <li>Evaluate and scale tools, platforms, and methodologies to mature CX analytics capabilities</li> </ul> <p>We are considering candidates located in Los Angeles, or Dallas. </p> <h2>About You</h2> <ul> <li>12+ years of experience in customer insights and analytics either within a customer experience or business function. </li> <li>Expertise in CX metrics, operational KPIs, and customer experience measurement frameworks</li> <li>Strong analytical background with experience in statistical analysis, forecasting, and insight synthesis</li> <li>Strong people leadership experience managing senior managers and highly specialized ICs</li> <li>Deep experience partnering with Product, Engineering, Analytics, and Marketing teams</li> <li>Demonstrated ability to influence executive stakeholders and drive cross-functional alignment. Proven experience ensuring insights lead to action and accountability</li> <li>Exceptional storytelling and communication skills, including executive-level presentations<br>Experience working in global, multi-region environments (EMEA, LATAM, APAC)</li> <li>Familiarity with customer analytics, research, and visualization tools (e.g., Tableau, Maestro QA, SQL-based systems)</li> </ul> <h2>Why you will love working at Crunchyroll</h2> <p>In addition to getting to work with fun, passionate and inspired colleagues, you will also enjoy the following benefits and perks:</p> <ul> <li>Receive a great compensation package including salary plus performance bonus earning potential, paid annually.</li> <li>Flexible time off policies allowing you to take the time you need to be your whole self.</li> <li>Generous medical, dental, vision, STD, LTD, and life insurance</li> <li>Health Saving Account HSA program</li> <li>Health care and dependent care FSA</li> <li>401(k) plan, with employer match</li> <li>Employer paid commuter benefit</li> <li>Support program for new parents</li> <li>P ... (truncated, view full listing at source)