Senior Service Design Analyst

Responsibilities

• Own and evolve end-to-end customer journey maps for Account and Membership contact drivers
• Design and optimize contact center workflows and escalation paths across all support channels
• Apply service design and human-centered design methodologies to re-engineer support processes
• Partner with Product and Technology teams to translate member pain points into platform improvements and AI-powered deflection strategies
• Develop process documentation, SOPs, and knowledge base content
• Track and manage KPIs including MSAT, CPC, AHT, and Resolution Time
• Analyze performance trends and develop strategic remediation roadmaps
• Support the integration of AI and automation tools like intelligent triage and predictive routing into workflows
• Act as the Member Support liaison for cross-functional programs and new product launches

Requirements

• 4+ years of experience in Service Design, Customer Experience Design, or contact center operations
• Hands-on experience working within contact center environments
• Expertise in customer journey mapping and service blueprinting
• Proven track record of improving MSAT, AHT, or first-contact resolution rates
• Strong analytical skills synthesizing qualitative and quantitative data
• Practical experience with Salesforce Service Cloud or equivalent enterprise CRM
• Strong project management skills for complex cross-functional initiatives
• Excellent written and verbal communication skills

Preferred Qualifications

• Background in subscription-based, e-commerce, or fitness/wellness brands
• Formal certification in Service Design or Human-Centered Design
• Familiarity with Amazon Connect or similar cloud contact center platforms
• Proficiency with BI/analytics tools such as Tableau, Looker, or Power BI
• Exposure to AI/automation in contact center contexts

About the Company

Peloton provides Members with expert instruction and world-class content to create impactful and entertaining workout experiences. Founded in 2012, Peloton brings together innovative hardware, distinctive software, and exclusive content for millions of Members worldwide.