Senior Customer Experience Analyst

PTC • Boston, MA

1d • Remote

About The Position

Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business. Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow – all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible. Senior Customer Experience Analyst Reports to: Senior Director, Customer Experience Location: Remote About PTC PTC is transforming how the physical and digital worlds connect. Our software helps thousands of companies improve operations, innovate smarter, and deliver exceptional customer value. With nearly 7,000 employees globally, our culture emphasizes learning, collaboration, and turning ideas into reality. Customer Experience is a core priority at PTC. Understanding, analyzing, and acting on the Voice of the Customer (VoC) is essential to driving growth, retention, and long‑term success. Our VoC mission is to unify customer signals across listening channels, uncover insights that drive measurable business outcomes, and empower every team to act with clarity and accountability. This role is instrumental in bringing that mission to life.

Requirements

• 3-5 years of experience in Customer Experience, Voice of Customer (VoC), analytics, or a related data-focused role – ideally in B2B/SaaS Environment.
• Strong analytical and problem-solving skills with hands-on experience performing statistical analysis
• Demonstrated ability to interpret large, unstructured datasets and synthesize them into clear, actionable insights
• Working knowledge of Qualtrics (survey design, distributions, dashboards, basic workflows) or ability to learn quickly

Nice To Haves

• Experience integrating Qualtrics with Salesforce or Gainsight (highly preferred)
• Experience with BI tools, SQL, or data manipulation in Excel/Python/R a plus
• Strong communication skills with the ability to explain complex analytics to non-technical audiences
• Thrives in a hands-on, execution-focused role; comfortable digging into raw data and technical detail

Responsibilities

• Operate and Enhance Customer Listening Programs
• Support the execution and optimization of VoC programs (NPS, CSAT, CES, Support surveys, pulse studies)
• Help maintain a cohesive listening strategy across the key customer touchpoints in their digital thread journey with PTC
• Assist in survey design, sampling logic, and distribution workflows in Qualtrics
• Maintain consistent taxonomy, tagging, metadata structure, and text analytics configurations
• Monitor and support data integrity and troubleshooting issues across systems and workflows
• Advanced Analytics & Statistical Insight Generation
• Analyze large and complex datasets to uncover patterns and predict behaviors
• Conduct correlation and regression analysis (e.g., sentiment vs. retention, ARR impact, support volume)
• Connect customer sentiment with financial and operational metrics in partnership with Finance, CS, and RevOps
• Trend analysis, cohort analysis, and key driver analysis for NPS and satisfaction
• Use AI responsibly to accelerate theme detection, sentiment classification, tagging, and synthesis of large feedback sets
• Identify opportunities to enhance listening strategy using AI to improve signal coverage, insight quality, and speed to action
• Tool Ownership & Cross-System Integration
• Act as a hands-on system owner in Qualtrics, including dashboarding, workflows, APIs, and XM Directory management
• Build and maintain integrations between Qualtrics, Salesforce, and Gainsight, ensuring data flows are accurate, automated, and scalable
• Help build and maintain dashboards, scorecards, and recurring reporting that empower teams to take action
• Partner with operations and systems teams to enhance data pipelines and automate insights delivery
• Ensure VoC insights are accessible to Customer Success, Sales, Support, and Product teams

Benefits

• Employees may be eligible for medical, dental and vision insurance, paid time off and sick leave, tuition reimbursement, 401(k) contributions and employer match, flexible spending accounts, life insurance, disability coverage and, if you are an office-assigned employee, a generous commuter subsidy.
• Employees also have the opportunity to become a PTC shareholder through our employee share purchase program (ESPP), which allows for the purchase of discounted PTC stock.
• Certain roles may also be eligible for participation in our equity programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed