Senior Service Design Analyst

ABOUT THE ROLE

The Senior Service Design Analyst is an individual contributor responsible for designing and continuously improving end-to-end member experiences across Global Member Support operations. Acting as the strategic bridge between front-line contact center operations and cross-functional product, technology, and business teams, this role fosters measurable improvements in Member Satisfaction (MSAT), contact deflection, and operational efficiency through collaborative journey design, AI-augmented tooling, and thoughtful process governance.

A key aspect of this role is strategic flexibility in scope. Given the expanding nature of Peloton's business and the interconnected nature of Member Support, the Service Design Manager is expected to apply a consistent core skillset while flexing across different operational areas including Account & Membership, Billing, Retention, Technical Support, and emerging support functions as business priorities and seasonal demands evolve. This requires comfort with ambiguity, strong cross-functional fluency, and the ability to rapidly establish credibility across different operational domains.

YOUR DAILY IMPACT AT PELOTON

• Own and continuously evolve end-to-end customer journey maps for all Account and Membership contact drivers, identifying friction points, failure modes, and improvement opportunities
• Design, implement, and optimize contact center workflows and escalation paths that deliver consistent, high-quality member experiences across all support channels (voice, chat, email, digital self-service)
• Apply service design principles and human-centered design methodologies to re-engineer support processes, reducing agent handle time and increasing first-contact resolution rates
• Partner with Product and Technology teams to translate member pain points into platform improvements, self-service enhancements, and AI-powered deflection strategies
• Develop and maintain process documentation, standard operating procedures (SOPs), and knowledge base content to ensure Member Support Associates (MSAs) can deliver accurate, efficient resolutions
• Support performance excellence across assigned contact reasons, tracking and managing KPIs including MSAT, Contacts per Case (CPC), Average Handle Time (AHT), and Resolution Time
• Shadow agents and conduct regular qualitative/quantitative data analysis to optimize processes for BPO partners and validate the impact of design changes
• Analyze performance trends across assigned contact drivers, identify root causes of detractors, and develop strategic remediation roadmaps that enable operations teams to execute improvements
• Lead issue management and escalation for high-impact contact driver disruptions, coordinating cross-functional response and member-facing communications
• Support the integration of AI and automation tools (e.g., intelligent triage, predictive routing, generative self-service) into support workflows to enhance efficiency and member experience
• Evaluate, pilot, and scale AI-powered solutions in partnership with technology and vendor teams; establish measurement frameworks to quantify productivity and quality impact
• Maintain fluency in emerging AI capabilities relevant to contact center operations, including LLM-based knowledge retrieval, sentiment analysis, and real-time agent guidance
• Act as the Member Support liaison for cross-functional programs, ensuring seamless readiness for new product launches, market expansions, and policy changes
• Develop comprehensive contact strategies that optimize channel efficiency, implement deflection and self-service initiatives, and ensure seamless omnichannel support delivery
• Build and maintain strong stakeholder relationships across Product, Engineering, Legal, Finance, and Marketing to align support design with broader business objectives
• Prepare and present data-driven business cases to leadership, securing investment for process improvement and technology initiatives

YOU BRING TO PELOTON

• 4+ years of progressive experience in Service Design, Customer Experience Design, process improvement, or contact center operations, with a strong foundation in designing end-to-end member journeys and optimizing support workflows
• Hands-on experience working within contact center environments (agent, supervisor, or operations background preferred) you understand the rhythm of a contact center floor, the constraints agents face, and how to design solutions that actually work operationally
• Demonstrated expertise in customer journey mapping, service blueprinting, and human-centered design methodologies, with a portfolio of process improvements you've designed and seen through to operational impact
• A proven track record of delivering measurable wins: improved MSAT, reduced Average Handle Time (AHT), increased first-contact resolution, or optimized cost structures
• Strong analytical skills—you synthesize qualitative data (member feedback, agent shadowing, qualitative research) and quantitative data (performance metrics, contact trends) into actionable insights and compelling business cases
• Practical, hands-on experience with Salesforce Service Cloud or equivalent enterprise CRM/contact center platforms—you've configured workflows, understood data models, and collaborated with technical teams
• Strong project management skills guiding complex, cross-functional initiatives from design through operational execution
• Clear written and verbal communication skills; comfortable presenting insights to leadership and translating design concepts to diverse stakeholders (agents, operations teams, product leaders)

PREFERRED

• Background in subscription-based, e-commerce, or fitness/wellness consumer brands (or similar recurring-revenue business models)
• Formal training or certification in Service Design, CX Design, or Human-Centered Design (IDEO, ACSI, Nielsen Norman, or similar)
• Hands-on familiarity with Amazon Connect or similar cloud contact center platforms
• Self-serve fluency with BI/analytics tools (Tableau, Looker, Power BI) for performance dashboards and trend analysis
• Foundational experience with risk management, standards, and policies formulation
• Exposure to AI/automation in contact center contexts (intelligent routing, chatbots, knowledge retrieval systems)