Senior Service Design Analyst

About this role

<h3><strong>ABOUT THE ROLE </strong></h3> <p>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.</p> <p> </p> <p><strong>A key aspect of this role is strategic flexibility in scope.</strong> Given the expanding nature of Peloton's business and the interconnected nature of Member Support, the Service Design Analyst 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.</p> <h3> </h3> <h3><strong>YOUR DAILY IMPACT AT PELOTON</strong></h3> <p> </p> <h4><strong>Member Experience & Process Design</strong></h4> <ul> <li>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.</li> <li>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).</li> <li>Apply service design principles and human-centered design methodologies to re-engineer support processes, reducing agent handle time and increasing first-contact resolution rates.</li> <li>Partner with Product and Technology teams to translate member pain points into platform improvements, self-service enhancements, and AI-powered deflection strategies.</li> <li>Develop and maintain process documentation, standard operating procedures (SOPs), and knowledge base content to ensure Member Support Associates (MSAs) can deliver accurate, efficient resolutions.</li> </ul> <p> </p> <h4><strong>Contact Center Operations & Performance</strong></h4> <ul> <li>Support performance excellence across assigned contact reasons, tracking and managing KPIs including MSAT, Contacts per Case (CPC), Average Handle Time (AHT), and Resolution Time.</li> <li>Shadow agents and conduct regular qualitative/quantitative data analysis to optimize processes for BPO partners and validate the impact of design changes.</li> <li>Analyze performance trends across assigned contact drivers, identify root causes of detractors, and develop strategic remediation roadmaps that enable operations teams to execute improvements.</li> <li>Lead issue management and escalation for high-impact contact driver disruptions, coordinating cross-functional response and member-facing communications.</li> </ul> <h4><strong>AI Literacy, Innovation & Technology Enablement</strong></h4> <ul> <li>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.</li> <li>Evaluate, pilot, and scale AI-powered solutions in partnership with technology and vendor teams; establish measurement frameworks to quantify productivity and quality impact.</li> <li>Maintain fluency in emerging AI capabilities relevant to contact center operations, including LLM-based knowledge retrieval, sentiment analysis, and real-time agent guidance.</li> </ul> <h4><strong>Cross-Functional Collaboration & Program Management</strong></h4> <ul> <li>Act as the Member Support liaison for cross-functional programs, ensuring seamless readiness for new product launches, market expansions, and policy changes.</li> <li>Develop comprehensive contact strategies that optimize channel efficiency, implement deflection and self-service initiatives, and ensure seamless omnichannel support delivery.</li> <li>Build and maintain strong stakeholder relationships across Product, Engineering, Legal, Finance, and Marketing to align support design with broader business objectives.</li> <li>Prepare and present data-driven business cases to leadership, securing investment for process improvement and technology initiatives.</li> </ul> <p> </p> <h4><strong>YOU BRING TO PELOTON</strong></h4> <ul> <li>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.</li> <li>Hands-on experience working <em>within</em> 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.</li> <li>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…