Hiring: Senior Customer Experience Analyst Company: PTC Location: Boston, MA (Hybrid – open to remote candidates located in the NE USA) Job Posted Time: 2026-09-02 17:59:53 Employment Type: Full-time Target Skills & Keywords: Voice of the Customer (VoC), Qualtrics, NPS, CSAT, CES, Survey Design, XM Directory, APIs, Automation, Salesforce, Gainsight, CRM Integration, Customer Intelligence, Data Governance, Analytics, Customer Health, Retention, Renewals Experience: - Experience supporting and optimizing VoC programs (NPS, CSAT, CES, support surveys, pulse studies) - Experience as a power user and technical administrator of the Qualtrics platform, including workflows, XM Directory, APIs, and automation capabilities - Experience designing and maintaining integrations between Qualtrics, Salesforce, Gainsight, and other customer-facing platforms - Experience building and managing automated workflows triggered by lifecycle, onboarding, support, adoption, and renewal milestones - Experience partnering with Operations, IT, and external vendors to improve system connectivity and reduce manual processes - Experience connecting customer feedback with CRM, financial, support, and operational data - Experience analyzing customer feedback and operational data to identify trends, risks, and opportunities Required Skills: - Customer listening program execution and optimization - Survey best practices: methodology, sampling, survey design, contact strategy, and distribution logic - Survey governance, metadata standards, taxonomy structures, and data quality management - Qualtrics platform administration, workflows, XM Directory, APIs, and automation - Systems integration and automation across Qualtrics, Salesforce, Gainsight, and other platforms - Workflow troubleshooting, integration, and data quality issue resolution - Customer intelligence: defining customer identifiers, data structures, and governance practices - Analytics: correlating customer feedback with retention, renewals, customer health, and engagement - Cross-functional collaboration with analytics, operations, IT, and external vendors Qualifications: - Curious, analytically minded team player - Ability to scale listening programs, automate feedback collection, and connect customer data across systems - Ability to generate actionable insights that improve business outcomes - Strong analytical and problem-solving skills - Ability to own analysis for designated listening programs such as renewal Compensation: Not specified in the job posting. Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don’t miss this opportunity to join a forward-thinking team!