Senior Customer Experience Analyst

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. 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 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. 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. Compensation & Benefits Anticipated annual salary range: \$90,000 – \$121,000. Performance‑based bonus potential. Employee share purchase program (ESPP) allowing discounted PTC stock purchase. Eligibility for equity programs for certain roles. 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 for office‑assigned employees. Equal Opportunity Employer PTC is a global software company that values and respects all identities, cultures, and perspectives. We strive to create an inclusive PTC for all employees, where everyone feels like they belong and are empowered to bring their true, authentic selves to work. PTC welcomes applicants from all backgrounds and hires 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. Any violation of this law is subject to criminal penalties and civil liability. Privacy Statement We respect the privacy rights of individuals and are committed to handling personal information responsibly and in accordance with all applicable privacy and data‑protection laws. Review our privacy policy at Application Process PTC recruits on a rolling basis; candidates are considered as they apply until the opportunity is filled. If you would like to contact us regarding accessibility of our website or need assistance completing the application process, please contact the Talent Acquisition team at View email address on click.appcast.io. #J-18808-Ljbffr PTC Inc