**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!
Crunchyroll is seeking a **Senior Manager, CX Insights (LATAM)** to lead our Customer Experience (CX) Insights function across Latin America.Reporting to the **Director of CX Insights & Analytics**, this leader will transform customer feedback, operational data, and market insights into actionable recommendations that improve the fan experience and influence business strategy.This is a highly visible role that sits at the intersection of Customer Experience, Analytics, Product, Content, Marketing, Subscription, and Customer Support.You will be responsible for developing a comprehensive understanding of the LATAM customer journey, identifying opportunities to improve satisfaction and loyalty, and championing the voice of the customer throughout the organization.
**What You'll Do**:**Lead Customer Insights Strategy**:- Own the CX Insights strategy for the LATAM region, ensuring alignment with Crunchyroll's global customer experience objectives.
- Build a holistic view of the customer journey by integrating feedback, behavioral, operational, and market data.
- Develop frameworks to measure customer sentiment, loyalty, satisfaction, effort, and retention drivers across the region.
- Identify emerging customer trends, pain points, and opportunities that influence strategic priorities.




**Drive Actionable Business Impact**:- Translate complex data into compelling narratives and recommendations that influence decision-making across Product, Marketing, Content, Subscription, Commerce, and Customer Support teams.
- Establish scalable mechanisms for surfacing customer insights to stakeholders and leadership.
- Partner with regional and integral teams to prioritize initiatives that improve customer satisfaction and business outcomes.
- Quantify the impact of customer experience improvements and track progress against key performance indicators.
**Lead Voice of the Customer Programs**:- Own and evolve Voice of the Customer (VoC) programs across LATAM.
- Design and optimize customer listening strategies, including surveys, feedback programs, support interactions, social insights, and community feedback.
- Ensure customer feedback is systematically captured, analyzed, and integrated into business planning.
**Build World-Class Analytics & Reporting**:- Develop executive-level dashboards, reporting frameworks, and performance reviews.
- Leverage advanced analytical techniques to identify drivers of customer behavior and sentiment.
- Partner closely with Analytics, Data Science, and Research teams to enhance measurement capabilities and predictive insights.
- Champion data quality, governance, and best practices for customer insights.
**Lead and Develop Talent**:- Build, mentor, and inspire a high-performing team of insights professionals.




- Foster a culture of curiosity, accountability, innovation, and customer obsession.
- Establish clear goals, development plans, and career growth opportunities for team members.
**What You'll Bring**:**Required Qualifications**:- 12+ years of experience in Customer Experience, Customer Insights, Consumer Research, Analytics, Business Intelligence, Strategy, or related fields.
- Including 3+ years of people leadership experience managing high-performing teams.
- Proven experience leading customer insights programs within a subscription, digital product, streaming, entertainment, technology, or consumer-focused business.
- AI and technology-forward mindset with experience evaluating and adopting innovative tools and methodologies to improve the speed, scale, and quality of customer insight generation.
- Strong analytical capabilities with experience working across large datasets and customer feedback ecosystems.
- Expertise in Voice of the Customer methodologies, customer satisfaction measurement, and customer journey analysis.
- Demonstrated ability to influence senior leaders and drive cross-functional alignment.
- Exceptional communication, storytelling, and executive presentation skills.
- Professional fluency in Spanish and English.
**Preferred Qualifications**:- Experience working across multiple Latin American markets.
- Familiarity with streaming, media, entertainment, gaming, or fan-driven consumer businesses.
- Experience with customer feedback platforms, survey tools, CRM systems, and modern BI solutions.
- Knowledge of advanced analytics, predictive modeling, experimentation, or customer segmentation methodologies.
- Portuguese proficiency is a plus.
**Success in Your Fi

📌 Senior Cx Insights Manager, Latam (Xico)
🏢 Crunchyroll
📍 Xico