Senior Customer Experience Analyst

Job description

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. Job Description Reports to: Senior Director, Customer Experience Location: Boston, MA Hybrid – open to remote candidates located in the NE USA 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 About the Role 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. Key Responsibilities Customer Listening Programs 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. Systems Integrations & Automation 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. Customer Intelligence 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. Analytics & Insights 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. Education & Experience 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 Preferred Skills & Experience 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. PTC carefully considers a wide variety of factors when determining compensation. The anticipated annual salary range for this position is between $90,000 - $121,000. The salary range reflects a good-faith estimate of compensation at the time of posting. Actual compensation may vary based on a candidate's skills, qualifications, experience, and location. Additionally, candidates may be eligible for a performance-based bonus. 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. 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. All total rewards and benefits programs are subject to applicable plan eligibility and other terms and conditions. For more information about PTC’s comprehensive benefits, please visit our Careers Page. PTC recruits on a rolling basis. Candidates are considered as they apply, until the opportunity is filled. At PTC, we believe in the power of diverse ideas and perspectives. As a global company that values and respects all identities, cultures, and perspectives, we strive to create an inclusive PTC for ALL through an environment where everyone feels like they belong and are empowered to bring their true, authentic selves to work. Proud to be an Equal Opportunity Employer, we welcome applicants from all backgrounds and hire without regard to race, national origin, religion, age, color, ethnicity, ancestry, marital status, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. For more information about PTC’s comprehensive benefits and our AI usage, please visit our Careers Page (https://www.ptc.com/en/careers/united-states-careers). Applications will be accepted on an on-going basis until the opportunity is filled. PTC endeavors to make ptc.com/careers accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact PTC's Talent Acquisition team at TalentAcquisition@ptc.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. Life at PTC is about more than working with today’s most cutting-edge technologies to transform the physical world. It’s about showing up as you are and working alongside some of today’s most talented industry leaders to transform the world around you. If you share our passion for problem-solving through innovation, you’ll likely become just as passionate about the PTC exp