PTC · 14 hours ago
Senior Customer Experience Analyst
United States
Full-time
Remote
Mid, Senior Level
$100K/yr - $120K/yr
3+ years expPTC is a leading company transforming how the physical and digital worlds connect through innovative software solutions. The Senior Customer Experience Analyst role focuses on optimizing Voice of the Customer programs and analyzing data to drive actionable insights that enhance customer experience and satisfaction.
Computer Software
Responsibilities
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
Qualification
Required
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
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
Preferred
Experience integrating Qualtrics with Salesforce or Gainsight (highly preferred)
Experience with BI tools, SQL, or data manipulation in Excel/Python/R a plus
Benefits
Performance-based bonus
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
Company
PTC
PTC (NASDAQ: PTC) unleashes industrial innovation with award-winning, market-proven solutions that enable companies to differentiate their products and services, improve operational excellence, and increase workforce productivity.
5001-10000 employees
H1B Sponsorship
PTC has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (57)
2024 (61)
2023 (75)
2022 (86)
2021 (111)
2020 (72)
Funding
Current Stage
Late StageLeadership Team
Marcus Senior,PMP, CSM, MSP, and Lean Six-Sigma
Chief Executive Officer
Danny N. Poisson
TVP, Chief Technology Officer for Federal Aerospace & Defense
Recent News
2025-10-03
Company data provided by crunchbase