Thematic

We founded Thematic in 2016 to help companies analyze customer feedback. Our platform uses AI to combine and understand unstructured data from surveys, calls, tickets, and reviews. We link these insights to business metrics.

Our services provide insights for teams across an organization, including CX, Operations, Support, Product, Marketing, Compliance, and Risk. Our platform integrates with various feedback channels, data warehouses, and ETL tools. It analyzes unstructured data to find specific themes, extract sentiment, and identify trends without needing predefined models. We help teams get specific insights by filtering data by product, channel, region, or custom themes, and we provide AI-powered summaries. The platform also automates follow-ups and pushes alerts and tickets to tools like Salesforce and Zendesk.

We help identify how feedback themes affect performance metrics like NPS, CSAT, or CES. We also reveal themes related to specific product features, customer segments, or locations. Thematic officially launched in 2017. Our founder, Alyona Medelyan, an NLP expert, developed the initial solution in 2015 to help companies understand what drives their Net Promoter Score from customer feedback. We expanded to the UK and US in 2016, opened an R&D center in New Zealand in 2017, and became fully remote in 2020. We work with clients such as LinkedIn, DoorDash, Mitsubishi, Bill.com, and Woolworths.

Our mission is to provide a feedback analytics solution that helps people make better product and service decisions more quickly. We want to turn every customer’s voice into actionable insights for anyone making decisions.

We operate by four core values:

• Ambition: We aim high, commit to intelligent growth, and find the best solutions for our customers.
• Ownership: We take responsibility for our contributions to company goals and actively seek solutions.
• Collaboration: We share knowledge, ideas, and energy to achieve goals and celebrate success together.
• Transparency: We maintain a clear strategy, share our results openly, and ensure people are accessible.

We are a fully remote company with a distributed team across New Zealand and various US time zones. We cultivate a dynamic and inclusive team culture centered on our core values: ambition, ownership, collaboration, and transparency. Our employees are encouraged to own their work and contribute to company goals.

Our work environment supports career growth, learning, and flexible hours with trust-based autonomy. We organize regular social and team-building activities, including an annual team retreat. Our engineering team is compact, meaning individual contributions directly influence the product and our engineering practices.

We offer several employee benefits and perks:

• Fully remote work within NZ and various US time zones, with options for 1-2 months of global remote work each year.
• Flexible working hours and trust-based autonomy.
• Monthly remote office allowance (e.g., $400 USD or NZD 400).
• Employee stock options (ESOP).
• Paid paternity/partners leave.
• Career growth and learning opportunities.
• The chance to work with and build relationships with leading tech brands.
• Regular team activities and learning sessions.
• Annual team retreat (past locations include Hawaii and New Zealand).
• Salaries are competitive, with some roles offering $80,000-$100,000 USD annually, and others ranging from NZD 160k–175k.