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Senior Director, Customer Experience

2 months ago

Boston, United States Arena Full time

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 Director Customer Experience Overview:

PTC is looking for a dynamic leader to design, build, and grow our Customer Experience and Voice of the Customer (VOC) programs. This role will directly influence the development of transformation programs based on customer sentiment. You will establish NPS as a tier 1 company objective alongside financial performance metrics (ARR and Free Cash Flow), and you will improve our ability to listen for, understand, and take action on customer feedback. We are at the heart of PTC’s strategy interacting daily with C-Suite executives and this capability is a top priority for our CEO, Neil Barua. The initiatives we derive from our customer experience program will be critical to the growth of the business.

An exceptional candidate will be able to develop a vision for listening, analyzing, and acting on customer sentiment; drive organizational change; create sustainable processes; leverage software solutions; understand our products and industry; and show a deep empathy for customers. The success of this program will ultimately tie to impact on our customers in defined metrics (like NPS) and in financial results (ARR, ACV, FCF) realized through transformation initiatives. You will have to be adept at problem solving and finding patterns in information sources across the company listening posts while proactively enhancing that capability. Most importantly, you will need to translate those insights into growth opportunities for the company.

This role will report to the Senior Vice President of Corporate Strategy and will join a talented team of strategy colleagues responsible for driving the strategy, initiatives, and planning for the company. You will collaborate with a diverse set of executive and senior management stakeholders at the company across all businesses and products.

Day-To-Day:

  • Improve PTC’s ability to listen to customers
    • Enhance survey capabilities (NPS, Support)
    • Establish successful Win/Loss Program
    • Mature customer advisory capacity and other less-structured listening forums
  • Generate actionable insights based on customer sentiment
    • Systematically capture and organize customer sentiment data
    • Apply analytic approaches to find patterns in quantitative and qualitative information
    • Derive and prioritize clear response items to received data
  • Drive transformative changes to the customer experience supported by those insights
    • Develop business cases and implementation plans for top value initiatives
    • Champion and drive cross-functional teams to complete transformation
    • Improve key metrics like NPS and tie initiatives to financial impact

Preferred Skills and Knowledge:

  • Ambitious and highly motivated self-starter able to operate in a fast-paced environment
  • Ability to structure and execute quantitative and qualitative analysis and translate into insights, recommendations, and innovative strategies
  • Experience in executing cross-functional strategic and operational initiatives in an ambiguous environment
  • Strong capacity to influence without authority

Basic Qualifications:

  • Advanced degree in Business, Product Development or Analytics preferred
  • 12+ years of experience in customer experience, customer success, product management or related fields preferably in a software or technology company
  • Demonstrated leadership and change management experience

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 and Affirmative Action 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 identity, disability, veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

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?

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