Senior CX Insights Manager, APAC

The role

This leader will lead the Customer Experience Insights function across APAC. You will transform customer feedback, operational data, and market insights into recommendations to improve the fan experience and influence business strategy.

What you will do

• Own the CX Insights strategy for the APAC region.
• Build a holistic view of the customer journey by integrating various data types.
• Develop frameworks to measure customer sentiment, loyalty, satisfaction, effort, and retention drivers.
• Identify emerging customer trends, pain points, and opportunities.
• Translate complex data into recommendations for Product, Marketing, Content, Subscription, Commerce, and Customer Support teams.
• Establish scalable mechanisms for surfacing customer insights to stakeholders.
• Partner with regional and global teams to prioritize initiatives.
• Own and evolve Voice of the Customer (VoC) programs across APAC.
• Develop executive-level dashboards, reporting frameworks, and performance reviews.
• Build, mentor, and inspire a high-performing team of insights professionals.

Required qualifications

• 12+ years of experience in Customer Experience, Customer Insights, Consumer Research, Analytics, Business Intelligence, Strategy, or related fields.
• 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.
• 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 English.

Nice to have

• Experience working across multiple APAC 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.

Benefits

• Best-in class medical, dental, and vision private insurance healthcare coverage
• Access to counseling & mental health sessions 24/7 through our Employee Assistance Program (EAP)
• Free premium access to Crunchyroll
• Professional Development
• Company's Paid Parental Leave (up to 26 weeks for birthing parents, up to 12 weeks for non-birthing parents)
• Hybrid Work Schedule
• Paid Time Off
• Flex Time Off
• 5 Yasumi Days
• Half-Day Fridays during the summer
• Winter Break

About the company

Crunchyroll delivers the art and culture of anime to a passionate community of over 100 million fans across 200+ countries and territories. The company provides experiences through streaming video, theatrical, games, merchandise, and events.