Senior CX Analytics Manager

About the role

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.
• Create executive-level narratives and presentations that communicate insights effectively to senior leadership.

Support Global Contact Center Operations

• 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.

Build Analytics Products & Capabilities

• 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.