Senior Customer Experience Analyst
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Job Location:
Boston, NH - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
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.
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 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 clarity and accountability. This role is instrumental in bringing that mission to life.
Key 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
Preferred Skills & Experience
- 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
- 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
PTC carefully considers a widevarietyof factorswhendeterminingcompensation.Theanticipatedannual salary range for this positionisbetween$00.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 pleasevisitourCareers Page.
PTC recruits on a rolling basis. Candidates are considered as they apply until the opportunity is filled.
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
Key Skills
- Debugging
- Remote Access Software
- IT Service Management
- IOS
- Multithreading
- VPN
- Neo4j
- FISMA
- SSO
- Github
- Google Suite
- Troubleshooting
About Company
PTC accelerates digital transformation with a new generation of technology that powers the ways you engineer, manufacture, and service your physical products.
