Director, CX Insights & Analytics
at Crunchyroll, LLC
Los Angeles, United States
About Crunchyroll
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.
Join our team, and help us shape the future of anime!
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
About our Values
We want to be everything for someone rather than something for everyone and we do this by living and modeling our values in all that we do. We value
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Courage. We believe that when we overcome fear, we enable our best selves.
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Curiosity. We are curious, which is the gateway to empathy, inclusion, and understanding.
- Kaizen. We have a growth mindset committed to constant forward progress.
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Service. We serve our community with humility, enabling joy and belonging for others.
Our commitment to diversity and inclusion
Our mission of helping people belong reflects our commitment to diversity & inclusion. It's just the way we do business.
We are an equal opportunity employer and value diversity at Crunchyroll. Pursuant to applicable law, we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Crunchyroll, LLC is an independently operated joint venture between US-based Sony Pictures Entertainment, and Japan's Aniplex, a subsidiary of Sony Music Entertainment (Japan) Inc., both subsidiaries of Tokyo-based Sony Group Corporation.
Questions about Crunchyroll’s hiring process? Please check out our Hiring FAQs: https://help.crunchyroll.com/hc/en-us/articles/360040471712-Crunchyroll-Hiring-FAQs
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Please beware of recent scams to online job seekers. Those applying to our job openings will only be contacted directly from @crunchyroll.com email account.