Peloton

Peloton

Senior Service Design Analyst

Plano, Texas · Senior

Sponsorship not specified$85k-$101kDetected 12 days ago
Data AnalysisData VisualizationLLMsProject ManagementSalesforceCRMProcess ImprovementCompensationCustomer SupportResearchLeadershipCommunicationCollaborationPublic Speaking

About the role

  • A key aspect of this role is strategic flexibility in scope.
  • AI Literacy, Innovation & Technology Enablement

Responsibilities

  • 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.
  • Member Experience & Process Design
  • 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.

Requirements

  • 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.
  • This requires comfort with ambiguity, strong cross-functional fluency, and the ability to rapidly establish credibility across different operational domains.
  • Foundational experience with risk management, standards, and policies formulation.

Skills

  • At home, outdoors, traveling, or at the gym, Peloton brings together innovative hardware, distinctive software, and exclusive content.
  • For more information, visit www.onepeloton.com.
  • Peloton is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.

Compensation

  • $85,050 - $100,600 USD
  • This policy of equal employment opportunity applies to all practices and procedures relating to recruitment and hiring, compensation, benefits, termination, and all other terms and conditions of employment.
  • Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training.

Benefits

  • Background in subscription-based, e-commerce, or fitness/wellness consumer brands (or similar recurring-revenue business models).
  • Medical, dental and vision insurance
  • Generous paid time off policy
  • Short-term and long-term disability
  • Access to mental health services
  • 401k, tuition reimbursement and student loan paydown plans
  • Employee Stock Purchase Plan

Visa & Work Authorization

  • eran status, sexual orientation, gender identity or expression, marital and civil partnership/union status, alienage or citizenship status, creed, genetic predisposition or carrier status, unemployment status, familial s
Apply directly at Peloton →Create a free account for alerts like thisView Peloton immigration profile

This listing is sourced directly from Peloton's careers page and normalized into a canonical job model.