Senior Service Design Analyst (Customer Experience)

TL;DR

Senior Service Design Analyst (Customer Experience): Designing and optimizing end-to-end member experiences across Global Member Support operations with an accent on journey mapping and operational efficiency. Focus on reducing friction points, integrating AI-powered deflection strategies, and optimizing contact center workflows to increase MSAT.

Location: Must be based in Plano, Texas

Salary: $85,050—$100,600 USD

Company

hirify.global provides expert instruction and world-class content through integrated hardware and software to create impactful workout experiences.

What you will do

• Develop and evolve end-to-end customer journey maps to identify friction points and failure modes in member support.
• Design and optimize contact center workflows and escalation paths across voice, chat, email, and digital self-service.
• Partner with Product and Technology teams to implement AI-powered deflection and platform improvements.
• Manage performance KPIs including MSAT, Contacts per Case (CPC), Average Handle Time (AHT), and Resolution Time.
• Create process documentation and standard operating procedures (SOPs) to ensure efficient resolution by support associates.
• Lead issue management for high-impact disruptions and coordinate cross-functional responses.

Requirements

• 4+ years of experience in Service Design, CX Design, process improvement, or contact center operations.
• Hands-on experience working within contact center environments (agent, supervisor, or operations background).
• Expertise in customer journey mapping, service blueprinting, and human-centered design methodologies.
• Practical experience with Salesforce Service Cloud or equivalent enterprise CRM platforms.
• Strong analytical skills to synthesize qualitative feedback and quantitative metrics into actionable insights.
• Must be located in or able to work from the Plano, Texas office.

Nice to have

• Experience with subscription-based, e-commerce, or fitness/wellness consumer brands.
• Certification in Service Design or CX (e.g., IDEO, ACSI, Nielsen Norman).
• Familiarity with Amazon Connect or BI tools such as Tableau, Looker, or Power BI.
• Exposure to AI/automation tools like intelligent routing and LLM-based knowledge retrieval.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance.
• 401k, tuition reimbursement, and student loan paydown plans.
• Generous paid time off and up to 18 weeks of paid parental leave.
• Annual equity awards and Employee Stock Purchase Plan.
• Free access to hirify.global Digital App, apparel, and product discounts.
• Support for mental health, fertility, adoption, and pet insurance.