Senior Service Design Analyst
Job description
Senior Service Design Analyst at Peloton.
About the role
This role focuses on refining the end-to-end support experience for Peloton members by bridging the gap between contact center operations and cross-functional product teams. You will use data and human-centered design to improve operational efficiency, member satisfaction, and self-service capabilities across various support functions.
Key facts
What you'll do
- Map and improve customer journeys for account and membership contact drivers.
- Design and optimize workflows for voice, chat, email, and digital support channels.
- Partner with product and technology teams to integrate AI-driven deflection and self-service tools.
- Analyze performance metrics like MSAT, Average Handle Time, and first-contact resolution to drive process changes.
- Create and maintain standard operating procedures and knowledge base documentation.
- Lead cross-functional responses to high-impact service disruptions.
- Present data-backed business cases to leadership to secure support for new initiatives.
Requirements
- 4+ years of experience in Service Design, CX Design, or contact center operations.
- Direct experience working within a contact center environment.
- Proven ability to use journey mapping and service blueprinting to deliver measurable operational improvements.
- Hands-on experience configuring workflows in Salesforce Service Cloud or similar enterprise CRM platforms.
- Strong project management skills for leading cross-functional initiatives.
Nice to have
- Experience in subscription, e-commerce, or fitness/wellness industries.
- Formal certification in Service Design, CX, or Human-Centered Design.
- Proficiency with Amazon Connect or similar cloud contact center software.
- Ability to build dashboards in Tableau, Looker, or Power BI.
- Exposure to AI tools for sentiment analysis, intelligent routing, or LLM-based knowledge retrieval.
Skills & tools
- Salesforce Service Cloud
- Customer Journey Mapping
- Service Blueprinting
- Data Analysis
- Process Improvement
- Cross-functional Stakeholder Management
Practical notes
Peloton provides a comprehensive benefits package including medical, dental, vision, 401k, tuition reimbursement, and up to 18 weeks of paid parental leave. The company also offers an Employee Stock Purchase Plan, fitness app access, and various family care discounts. Applicants must not use AI tools during the application or interview process. All official communications will originate from an @onepeloton.com email address. Peloton does not charge fees for recruitment or training.