6 Jobs Service Design Specialist Available

Service Design Specialist, Order Experience

Posted on:
06/21/2021

Ggv Capital

New York, NY, United States

THE ROLE: As a Member Support Service Design Specialist, you will engineer support solutions as part of every Member's Peloton experience. You’ll c. . .

Posted on:
06/21/2021
Apply Before:
07/19/2021

Service Design Specialist, Order Experience At Peloton

Posted on:
06/21/2021

Garysguide

New York, NY, United States

. . .

Posted on:
06/21/2021
Apply Before:
07/19/2021

Performance Analyst

Posted on:
06/20/2021

Ggv Capital

Plano, TX, United States

THE ROLE: Peloton's Membership team is responsible for:  Ensuring a seamless, on-brand experience throughout the end-to-end member journey ● D. . .

Posted on:
06/20/2021
Apply Before:
07/18/2021

Performance Analyst

Posted on:
06/20/2021

Ggv Capital

New York, NY, United States

THE ROLE: Peloton's Membership team is responsible for:  Ensuring a seamless, on-brand experience throughout the end-to-end member journey ● D. . .

Posted on:
06/20/2021
Apply Before:
07/18/2021

Service Designer

Posted on:
06/20/2021

Kone

Remote, USA

KONE, founded in 1910, is one of the largest, award-winning elevator companies in the world and our offering for employees is as competitive as our of. . .

Posted on:
06/20/2021
Apply Before:
07/18/2021

Service Designer (REMOTE Opportunity!)

Posted on:
06/21/2021

Kone

Remote, USA

KONE, founded in 1910, is one of the largest, award-winning elevator companies in the world and our offering for employees is as competitive as our of. . .

Posted on:
06/21/2021
Apply Before:
07/19/2021

Service Design Specialist, Order Experience

Ggv Capital

New York, NY, United States Apply Now
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Job Type: Full Time

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THE ROLE:

As a Member Support Service Design Specialist, you will engineer support solutions as part of every Member's Peloton experience. You’ll collaborate across the business to design Member-focused processes and tools. Service Design will focus on ensuring the Support team is operationally ready for new products and services and to help drive continuous Member experience and Member Support performance improvements.

Service Design works end-to-end: anticipating needs and preventing problems and errors; leveraging automation and self-service capabilities appropriately; optimizing access by channel based on topic and resolution success, and building and implementing highly effective and efficient assisted service approaches.  

About the Team:

The Service Design team is part of the Member Experience team and is rooted in crafting Support experiences that impress members every time. We obsess over every interaction that a Member has with us and design for delightful and low effort resolution. Peloton is evolving all the time, and our community turns to us as the experts to offer guidance in an empathetic, authentic, human and direct way. We are data-driven, collaborative, and understand how to drive the best outcomes for both our Members and the Member Experience team.

RESPONSIBILITIES:

  • Design and build process, procedures, and agent workflows to create intentional and delightful interactions with our Member Support team ensuring standard work and continuous improvement at scale
  • Recognize and solve gaps in our current Support design offering and optimize tools to craft optimal Member experiences and drive team efficiency.
  • Develop controls and risk mitigation strategies to ensure business continuity and prevent service failures 
  • Work with cross-functional teams to communicate the voice of the Member and inform business owners the Member impact of proposed changes
  • Obsess over every touchpoint of the Member experience with a Members-First design
  • Create a reporting mechanism to department leaders on agent efficiency to measure Member Support teams performance and identify opportunities for improvements
  • Leverage data to set standards for Member effort and agent performance
  • Partner with dependent functions to fully implement work products - Knowledge Base, Learning, Quality, Coaching, and OS Partners

QUALIFICATIONS:

  • Minimum of two years experience in a customer-facing service role
  • Understanding of system architecture, data management, and integrations
  • Demonstrated interest in leading projects and programs that involve multiple stakeholders, comfortable collaborating with agile/scrum teams.
  • Strong quantitative, analytical, and problem-solving skills
  • Ability to work collaboratively in a team environment
  • Effective oral, presentation, and written communication skills
  • Risk management, standards, and policies formulation experience preferred
  • Project Management and Six Sigma experience preferred