Senior Customer Experience Analyst

Pilot Thomas Logistics•Boston, MA

1d•Hybrid

About The Position

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. We're looking for a curious, analytically minded team player to help scale our listening programs, automate feedback collection, connect customer data across systems, and generate actionable insights that improve business outcomes.

Requirements

Bachelor’s degree in Analytics, Statistics, Business, Economics, Data Science, Information systems, or related field, or equivalent practical experience
3-5 years of experience in Customer Experience (CX), Voice of the Customer (VoC), customer insights, analytics, or related data-focused role
Experience in B2B SaaS or enterprise software environment preferred

Nice To Haves

Strong hands-on experience with Qualtrics, including survey design, workflows, and platform administration.
Experience working with Salesforce, Gainsight, or similar business systems.
Familiarity with APIs, workflow automation, and system integrations.
Experience working with customer, CRM, support, financial, or operational datasets.
Familiarity with Snowflake, SQL, Power BI, or related data platforms.
Strong analytical and problem-solving skills.
Excellent communication and collaboration skills.
Self-starter with a continuous learning mindset and strong attention to detail.

Responsibilities

Support the execution and optimization of VoC programs (NPS, CSAT, CES, Support surveys, pulse studies)
Help design and implement survey best practices including methodology, sampling, survey design, contact strategy, and distribution logic.
Maintain survey governance, metadata standards, taxonomy structures, and data quality across listening programs.
Identify opportunities to improve customer engagement, reduce survey fatigue, and increase the value of customer feedback programs.
Serve as a power user and technical administrator of the Qualtrics platform, including workflows, XM Directory, APIs, and automation capabilities.
Design and maintain integrations between Qualtrics, Salesforce, Gainsight, and other customer-facing platforms.
Build and manage automated workflows that trigger surveys and customer outreach based on lifecycle, onboarding, support, adoption, and renewal milestones.
Partner with Operations, IT, and external vendors to improve system connectivity and reduce manual processes.
Troubleshoot workflow, integration, and data quality issues.
Help connect customer feedback with CRM, financial, support, and operational data to create a more complete view of the customer.
Partner with analytics, operations, IT, and external vendors to support customer intelligence initiatives and cross-functional data projects.
Help define customer identifiers, data structures, and governance practices that improve data quality and usability.
Support efforts to correlate customer feedback with key business outcomes such as retention, renewals, customer health, and customer engagement.
Analyze customer feedback and operational data to identify trends, risks, and opportunities.
Own analysis for designated listening programs such as renewal, onboarding, or support surveys.
Leverage AI, text analytics, and other tools to accelerate theme identification and analysis.
Translate findings into clear recommendations for business stakeholders.