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The Customer Service Analyst is the second Bengaluru-based role in the global customer service team, working directly alongside the Customer Service Manager – Global Process Owner to provide the insight, reporting, and analysis that improves customer service performance and strengthens the end-to-end consumer experience.
This role plays a critical part in evolving customer service towards a more AI-enabled and agentic-led model, leveraging advanced analytics and automation to transform how customer interactions are understood, managed, and improved at scale. It turns customer contact data, including structured and unstructured sources such as tickets, conversations, and feedback, into explicit, actionable recommendations that drive better service outcomes, improve operational efficiency, and support customer loyalty and advocacy.
Working closely with the Customer Service Manager – Global Process Owner, Global Customer Service leadership, and cross-functional partners, including BPO providers, Product, and Technology teams,



the role supports consumer-centric decision making by ensuring service performance is visible, measurable, and continuously improved. It also contributes to the implementation and optimisation of AI-driven solutions, helping embed more intelligent, proactive, and scalable customer service capabilities across the organisation.

Core Accountabilities (What the role is accountable for delivering or leading)
Customer Service Performance Reporting: Produce and maintain regular reporting on customer service performance, ensuring consistent visibility of service health and trends.
Global Process Support: Provide the analysis, insight, and performance evidence that underpins global customer service process ownership, supporting the Customer Service Manager – Global Process Owner to standardise workflows, embed consistent ways of working, and prioritise improvements.
Insight & Analysis: Analyse service data to identify drivers of custome

📌 Customer Service Analyst (Bengaluru)
🏢 Dr. Martens
📍 Bengaluru