Peloton

2 weeks ago

Senior Service Design Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Own and continuously improve end-to-end member journey maps across Global Member Support, turning member pain points into streamlined contact center workflows, escalation paths, and self-service enhancements. Partner with Product, Technology, Legal, Finance, and Marketing to drive omnichannel improvements that increase MSAT, first-contact resolution, and operational efficiency. Use AI-augmented tooling and analytics to evaluate pilots, quantify impact, and lead data-driven business cases for process and technology initiatives.

Location: Plano

Workplace: Onsite

Employment Type: Full time

Job Function: Design (Product/UX/UI/Visual)

Seniority: Mid level

Key Responsibilities

•Own and continuously evolve end-to-end customer journey maps across Account and Membership contact drivers, identifying friction points and improvement opportunities.
•Design, implement, and optimize contact center workflows and escalation paths across voice, chat, email, and digital self-service channels.
•Apply service design and human-centered design to re-engineer support processes to reduce handle time and increase first-contact resolution.
•Partner with Product and Technology teams to translate member pain points into platform improvements, self-service enhancements, and AI-powered deflection strategies.
•Support AI and automation integration, evaluating and scaling solutions while maintaining measurement frameworks and data-driven business cases for leadership.

Pay and Benefits

Salary: USD 85,050 - 100,600 annually

Perks:Health InsuranceDentalVisionPaid LeaveDisability401kStudent LoanPaid ParentalChildcare DiscountsPet InsuranceCommuter Benefits

Key Requirements

•4+ years of experience in service design, customer experience design, process improvement, or contact center operations, with a strong foundation in end-to-end member journeys.
•Hands-on experience working within a contact center environment (agent, supervisor, or operations background preferred) to design solutions that work operationally.
•Expertise in customer journey mapping, service blueprinting, and human-centered design methodologies, with a portfolio showing operational impact.
•Proven track record improving MSAT, Average Handle Time (AHT), first-contact resolution, or cost structures.
•Practical experience with Salesforce Service Cloud or equivalent enterprise CRM/contact center platforms, including workflow configuration and data model understanding.

Experience:4+ years

Skills:Cross-functional collaborationAnalytical thinkingCommunicationProject managementHuman-centered design

Languages:English

Tech Stack:Salesforce Service CloudAmazon ConnectTableauLookerPower BILLM-based knowledge retrievalSentiment analysisGenerative self-serviceAI-powered deflectionIntelligent triagePredictive routing

Company Brief

Peloton

Designs and sells connected fitness equipment, subscription-based live and on-demand classes, and fitness content for at-home and studio users, integrating hardware, software, and community-driven experiences.

Industry: Fitness

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: New York, United States

Founded: 2012

Website LinkedIn

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Peloton

2 weeks ago

Senior Service Design Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Location: Plano

Workplace: Onsite

Employment Type: Full time

Job Function: Design (Product/UX/UI/Visual)

Seniority: Mid level

Key Responsibilities

•Own and continuously evolve end-to-end customer journey maps across Account and Membership contact drivers, identifying friction points and improvement opportunities.
•Design, implement, and optimize contact center workflows and escalation paths across voice, chat, email, and digital self-service channels.
•Apply service design and human-centered design to re-engineer support processes to reduce handle time and increase first-contact resolution.
•Partner with Product and Technology teams to translate member pain points into platform improvements, self-service enhancements, and AI-powered deflection strategies.
•Support AI and automation integration, evaluating and scaling solutions while maintaining measurement frameworks and data-driven business cases for leadership.

Pay and Benefits

Salary: USD 85,050 - 100,600 annually

Perks:Health InsuranceDentalVisionPaid LeaveDisability401kStudent LoanPaid ParentalChildcare DiscountsPet InsuranceCommuter Benefits

Key Requirements

•4+ years of experience in service design, customer experience design, process improvement, or contact center operations, with a strong foundation in end-to-end member journeys.
•Hands-on experience working within a contact center environment (agent, supervisor, or operations background preferred) to design solutions that work operationally.
•Expertise in customer journey mapping, service blueprinting, and human-centered design methodologies, with a portfolio showing operational impact.
•Proven track record improving MSAT, Average Handle Time (AHT), first-contact resolution, or cost structures.
•Practical experience with Salesforce Service Cloud or equivalent enterprise CRM/contact center platforms, including workflow configuration and data model understanding.

Experience:4+ years

Skills:Cross-functional collaborationAnalytical thinkingCommunicationProject managementHuman-centered design

Languages:English

Tech Stack:Salesforce Service CloudAmazon ConnectTableauLookerPower BILLM-based knowledge retrievalSentiment analysisGenerative self-serviceAI-powered deflectionIntelligent triagePredictive routing

Company Brief

Peloton

Industry: Fitness

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: New York, United States

Founded: 2012

Website LinkedIn