Senior Customer Experience Analyst

Job Location:

Boston, NH - USA

Monthly Salary: Not Disclosed

Posted on: 21 hours ago

Vacancies: 1 Vacancy

Job Summary

Our world is transforming and PTC is leading the 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 7000 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 7000 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 longterm 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

Were 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

Bachelors 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 widevarietyof factorswhen determining compensation.Theanticipatedannual salary range for this positionisbetween$90000 - $121000.The salary rangereflectsa good-faith estimate of compensation at the time of posting.Actualcompensationmay vary based on a candidates skills qualifications experience and location. Additionally candidates may be eligible fora performance-basedbonus.Employeesalsohavethe opportunity tobecome a PTC shareholder through our employee share purchase program(ESPP)which allowsfor thepurchaseofdiscounted PTC stock.Certainrolesmay also be eligible forparticipation in ourequity 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 andif you are an office-assigned employeea generous commuter subsidy.All total rewards and benefits programs are subject to applicable planeligibilityand otherterms and conditions.

For more informationaboutPTCs comprehensive benefits pleasevisit ourCareers 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 PTCs comprehensive benefits and our AI usage please visit our Careers Page ( Applications will be accepted on an on-going basis until the opportunity is filled.

PTC endeavors to make 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 PTCs Talent Acquisition team at 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 todays most cutting-edge technologies to transform the physical world. Its about showing up as you are and working alongside some of todays most talented industry leaders to transform the world around you.

If you share our passion for problem-solving through innovation youll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us

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Required Experience:

Senior IC