Senior Customer Experience Analyst
PTC
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.
Job Description
Reports to: Senior Director, Customer Experience Location: Boston, MA Hybrid – open to remote candidates located in the NE USA
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
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.
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