Ptc
Senior Customer Experience Analyst
Boston, MA, USA · Senior
Sponsorship not specified$90k-$121kDetected 9 days ago
Data StructuresSQLSnowflakeData ScienceData VisualizationStatisticsAccessibilitySalesforceCRMRecruitingCommunicationCollaborationProblem Solving
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.
- Identify opportunities to improve customer engagement, reduce survey fatigue, and increase the value of customer feedback programs.
- Serve as a power user and technical administrator of the Qualtrics platform, including workflows, XM Directory, APIs, and automation capabilities.
Responsibilities
- 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.
- 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.
- 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.
Requirements
- 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
- Strong hands-on experience with Qualtrics, including survey design, workflows, and platform administration.
- Familiarity with APIs, workflow automation, and system integrations.
- Familiarity with Snowflake, SQL, Power BI, or related data platforms.
Nice to have
- Experience in B2B SaaS or enterprise software environment preferred
Skills
- Leverage AI, text analytics, and other tools to accelerate theme identification and analysis.
- Strong analytical and problem-solving skills.
- Excellent communication and collaboration skills.
Compensation
- PTC carefully considers a wide variety of factors when determining compensation.
Benefits
- Support efforts to correlate customer feedback with key business outcomes such as retention, renewals, customer health, and customer engagement.
Company info
- 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.
- If you share our passion for problem-solving through innovation, you'll likely become just as passionate about the PTC experience as we are.
This listing is sourced directly from Ptc's careers page and normalized into a canonical job model.