Senior Customer Experience Analyst

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.
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 7,000 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 long‑term 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, multi-source datasets (customer feedback, operational data, and financial metrics) to uncover patterns, explain drivers of customer sentiment and identify opportunities to improve retention and growth.
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

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 analytical mindset with hands-on experience performing statistical analysis
Demonstrated ability to interpret large, messy datasets and synthesize them into clear insights
Strong hands-on experience with Qualtrics (survey design, workflows, dashboards); advanced platform expertise preferred
Direct experience integrating Qualtrics with Salesforce or Gainsight (highly preferred)
Hands-on experience with BI tools, SQL, or data manipulation in Excel/Python/R a plus
Strong communication skills; able 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 wide variety of factors when determining compensation. The anticipated annual salary range for this position is between$100,000-120,000. The salary range reflects a good-faith estimate of compensation at the time of posting. Actual compensation may vary based on a candidate's skills, qualifications, experience, and location. Additionally, candidates may be eligible for a performance-based bonus. Employees also have the opportunity to become a PTC shareholder through our employee share purchase program (ESPP), which allows for the purchase of discounted PTC stock. Certain roles may also be eligible for participation in our equity 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 and, if you are an office-assigned employee, a generous commuter subsidy. All total rewards and benefits programs are subject to applicable plan eligibility and other terms and conditions.
For more information about PTC’s comprehensive benefits, please visit our Careers Page.
PTC recruits on a rolling basis. Candidates are considered as they apply, until the opportunity is filled.
At PTC, we believe in the power of diverse ideas and perspectives. As a global company that values and respects all identities, cultures, and perspectives, we strive to create an inclusive PTC for ALL through an environment where everyone feels like they belong and are empowered to bring their true, authentic selves to work. Proud to be an Equal Opportunity Employer, we welcome applicants from all backgrounds and hire 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. An employer who violates this law shall be subject to criminal penalties and civil liability.
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Life at PTC is about more than working with today’s most cutting-edge technologies to transform the physical world. It’s about showing up as you are and working alongside some of today’s most talented industry leaders to transform the world around you.
If you share our passion for problem-solving through innovation, you’ll 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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