**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
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.
Contact Center Operations & Performance
- 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.
AI Literacy, Innovation & Technology Enablement
- 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.
Cross-Functional Collaboration & Program Management
- 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).
The base salary range represents the low and high end of the anticipated salary range for this position based at our Plano office. The actual base salary offered for this position will depend on numerous factors including, without limitation, experience and business objectives, and if the location for the job changes. Our base salary is just one component of Peloton’s competitive total rewards strategy that also includes annual equity awards and an Employee Stock Purchase Plan as well as other region-specific health and welfare benefits.
As an organization, one of our top priorities is to maintain the health and wellbeing for our employees and their family. To achieve this goal, we offer robust and comprehensive benefits including:
- 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
- Fertility and adoption support and up to 18 weeks of paid parental leave
- Child care and family care discounts
- Free access to Peloton Digital App and apparel and product discounts
- Commuter benefits and Citi Bike Discount
- Pet insurance and so much more!
Base Salary Range
$85,050—$100,600 USD
ABOUT PELOTON:
Peloton (NASDAQ: PTON) provides Members with expert instruction, and world class content to create impactful and entertaining workout experiences for anyone, anywhere and at any stage in their fitness journey. At home, outdoors, traveling, or at the gym, Peloton brings together innovative hardware, distinctive software, and exclusive content. Founded in 2012 and headquartered in New York City, Peloton has millions of Members across the US, UK, Canada, Germany, Australia, and Austria. 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. Equal employment opportunity has been, and will continue to be, a fundamental principle at Peloton, where all team members, applicants, and other covered persons are considered on the basis of their personal capabilities and qualifications without discrimination because of race, color, religion, sex, age, national origin, disability, pregnancy, genetic information, military or veteran 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 status, domestic violence, sexual violence or stalking victim status, caregiver status, or any other protected characteristic as established by applicable law. 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. If you would like to request any accommodations from application through to interview, please email: applicantaccommodations@onepeloton.com.
At Peloton, we embrace technology, including AI, to enhance productivity and accelerate innovation in the work we do for our members. However, in our hiring process, our priority remains in getting to know you and your unique qualifications. To ensure a fair and equitable process, we do not permit the use of AI tools during any stage of the application and interview process. In considering you as an applicant, we want to understand your skills, experiences, and motivations without mediation through an AI system. We also want to directly assess your communication skills without the use of an AI tool.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance and the San Francisco Fair Chance Ordinance, as applicable to applicants applying for positions in these jurisdictions.
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