Senior Customer Experience Analyst

📋 Description

• • As a Senior Customer Experience Analyst at PTC Inc., you will play a pivotal role in shaping and enhancing the customer journey by deeply understanding and acting upon the Voice of the Customer (VoC). This remote position reports to the Senior Director, Customer Experience, and is crucial to PTC's mission of unifying customer signals, uncovering actionable insights, and empowering teams to drive measurable business outcomes. You will be instrumental in transforming how PTC's software connects the physical and digital worlds, enabling companies to improve operations, create better products, and empower their people.
• • Your primary responsibility will be to operate and enhance PTC's customer listening programs. This involves supporting the execution and optimization of various VoC programs, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), support surveys, and pulse studies. You will help maintain a cohesive listening strategy that spans the key customer touchpoints within their digital thread journey with PTC. A significant part of this will involve assisting in survey design, defining sampling logic, and managing distribution workflows, primarily within the Qualtrics platform. Ensuring data integrity and troubleshooting issues across systems and workflows will also be a key focus, maintaining a consistent taxonomy, tagging, metadata structure, and text analytics configurations.
• • A core component of this role is generating advanced analytics and statistical insights. You will analyze large, multi-source datasets, integrating customer feedback with operational data and financial metrics. The goal is to uncover patterns, explain the drivers of customer sentiment, and identify concrete opportunities to improve customer retention and drive growth. This includes conducting correlation and regression analysis to understand relationships, such as the impact of sentiment on retention, Average Revenue Per User (ARPU), or support volume. You will partner closely with Finance, Customer Success, and Revenue Operations teams to connect customer sentiment with financial and operational metrics. Furthermore, you will perform trend analysis, cohort analysis, and key driver analysis for NPS and satisfaction scores. You will also leverage AI responsibly to accelerate theme detection, sentiment classification, tagging, and the synthesis of large feedback sets, identifying opportunities to enhance the listening strategy and improve signal coverage, insight quality, and speed to action.
• • As a hands-on system owner, you will manage and optimize PTC's customer experience tools, with a strong emphasis on Qualtrics. This includes managing dashboards, workflows, APIs, and the XM Directory. You will be responsible for building and maintaining integrations between Qualtrics, Salesforce, and Gainsight, ensuring data flows are accurate, automated, and scalable. The role involves building and maintaining dashboards, scorecards, and recurring reports that empower various teams to take informed actions. You will collaborate with operations and systems teams to enhance data pipelines and automate the delivery of insights. A key outcome will be ensuring that VoC insights are readily accessible and actionable for Customer Success, Sales, Support, and Product teams, fostering a customer-centric culture across the organization.
• • This position offers a unique opportunity to influence strategic decisions by providing data-driven insights into customer behavior and sentiment. You will contribute to PTC's ongoing transformation by ensuring that customer feedback is at the forefront of product development, service delivery, and overall business strategy. By bridging the gap between customer experience data and business performance, you will directly impact PTC's ability to innovate, retain customers, and achieve sustainable growth in the competitive B2B SaaS market. Your work will help PTC continue to lead the way in connecting the physical and digital worlds, making a tangible difference in how businesses operate and succeed.