• 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 • 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