Senior CX Insights Manager, LATAM

📋 Description

• Lead CX Insights strategy for LATAM, aligned with global CX objectives.
• Build a holistic LATAM customer journey via feedback, behavior, and data.
• Develop frameworks to measure sentiment, loyalty, satisfaction, and retention.
• Identify trends, pain points, and opportunities to set priorities.
• Translate data into actionable insights for Product, Marketing, Content, and Support.
• Establish scalable mechanisms for surfacing insights to stakeholders.

🎯 Requirements

• 12+ years in CX/Insights/Analytics, BI, or related fields.
• 3+ years leading high-performing teams.
• Experience leading VoC programs in subscription/digital streaming.
• AI/tech-forward mindset with experience adopting innovative tools.
• VoC methodologies, satisfaction measurement, and journey analysis.
• Fluent in Spanish and English; strong executive communication.

🎁 Benefits

• Great benefits and perks
• Collaborative, passionate team
• Inclusive, diverse workplace
• Global cross-functional exposure
• Shape LATAM customer experience across Crunchyroll
• Growth and development opportunities