Director, CX Insights & Analytics

About the role

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.

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.

Responsibilities

• Define and own the end-to-end CX insights and analytics vision, strategy, and operating model
• Integrate qualitative customer insights (feedback, sentiment, community signals) with quantitative operational and behavioral data to create a holistic view of the customer experience
• Establish clear frameworks for how CX data informs business decisions, prioritization, and investment
• Own CX measurement frameworks, including CSAT, NPS, effort, operational KPIs, and experience drivers
• Oversee development of dashboards, reports, experimentation, and advanced analytics to support both strategic and operational needs
• Guide the use of statistical analysis, forecasting, experimentation, and qualitative research methodologies
• Evaluate and scale tools, platforms, and methodologies to mature CX analytics capabilities

We are considering candidates located in Los Angeles, or Dallas.

About You

• 12+ years of experience in customer insights and analytics either within a customer experience or business function.
• Expertise in CX metrics, operational KPIs, and customer experience measurement frameworks
• Strong analytical background with experience in statistical analysis, forecasting, and insight synthesis
• Strong people leadership experience managing senior managers and highly specialized ICs
• Deep experience partnering with Product, Engineering, Analytics, and Marketing teams
• Demonstrated ability to influence executive stakeholders and drive cross-functional alignment. Proven experience ensuring insights lead to action and accountability
• Exceptional storytelling and communication skills, including executive-level presentations
  Experience working in global, multi-region environments (EMEA, LATAM, APAC)
• Familiarity with customer analytics, research, and visualization tools (e.g., Tableau, Maestro QA, SQL-based systems)

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:

• 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