Senior Customer Experience Analyst

Company: Pilot Thomas Logistics
Location: Boston
Posted on: April 1, 2026

Job Description:

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 anticipate d 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. A ctual compensation may vary based on a candidate's skills, qualifications, experience, and location. Additionally, candidates may be eligible for a performance-based bonus. E mployee s also ha ve 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 equit y programs. E mployees 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. PTC endeavors to make ptc.com/careers accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact PTC's Talent Acquisition team at TalentAcquisition@ptc.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. 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? 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 here ."

Keywords: Pilot Thomas Logistics, Manchester , Senior Customer Experience Analyst, IT / Software / Systems , Boston, New Hampshire