Senior Customer Experience Analyst

Role Overview

• 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
• 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
• 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

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
• 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.

Tech Stack

• Python
• SQL

Benefits

• Eligible for a performance-based bonus
• Opportunity to become a PTC shareholder through the employee share purchase program (ESPP)
• 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
• Generous commuter subsidy