Senior Service Design Analyst
Core
Design and optimize end-to-end member support journeys, workflows, and AI-augmented tools to improve satisfaction and operational efficiency for Peloton's global member base.
Role type
Senior Service Design Analyst (Individual Contributor)
Builds
Optimized support processes, self-service enhancements, and AI-powered deflection strategies for Member Support operations.
Domain
Consumer fitness hardware/software, Customer Support Operations, Service Design
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Service Design, Customer Journey Mapping, Human-Centered Design, Contact Center Operations, Data Analysis, Salesforce Service Cloud, Project Management, Stakeholder Management, Process Improvement, AI Literacy
Preferred skills
Subscription business model experience, Service Design Certification, Amazon Connect, BI Tools (Tableau/Looker/Power BI), Risk Management, AI/Automation in Contact Centers
Technologies
Salesforce Service Cloud, Amazon Connect, Tableau, Looker, Power BI, LLMs
Responsibilities
Own and evolve end-to-end customer journey maps; Design and optimize contact center workflows and escalation paths; Partner with Product/Technology to translate pain points into platform improvements; Track and manage KPIs (MSAT, AHT, CPC); Lead issue management for high-impact contact driver disruptions; Support integration and evaluation of AI/automation tools.
Seniority
Senior, hands-on IC
