About The Company Dr. Martens plc is a globally recognized footwear and apparel brand renowned for its iconic designs, durability, and rebellious spirit. Established over six decades ago, the company has cultivated a strong brand identity rooted in individuality, self-expression, and quality craftsmanship.

With a presence across multiple continents, Dr. Martens continues to innovate while maintaining its heritage, serving a diverse customer base that values authenticity and style. The company’s commitment to sustainability, inclusivity, and community engagement underscores its mission to inspire self-expression and empower individuals worldwide.

About The Role The Customer Service Analyst position at Dr. Martens plc is a pivotal role within the global customer service team based in Bengaluru. Working closely with the Customer Service Manager – Global Process Owner, this role is responsible for providing insightful analysis, reporting, and data-driven recommendations that enhance customer service performance and elevate the overall consumer experience.

As part of a forward-thinking team, you will play a critical role in transforming customer service operations through AI-enabled analytics and automation, aligning with the company's strategic vision of innovation and customer-centricity. Your expertise will help turn complex customer contact data—ranging from tickets and conversations to feedback—into actionable insights that drive operational improvements, foster customer loyalty, and support scalable, intelligent service solutions across the organization.

Qualifications Bachelor’s degree in Business Administration, Data Analytics, Statistics, or a related field. A master’s degree is a plus.

Proven experience (3+ years) in customer service analytics, reporting, or a similar role within a global organization.

Strong analytical skills with the ability to interpret complex data sets and generate meaningful insights.





Experience working with AI and automation tools in a customer service context.

Proficiency in data visualization and reporting tools such as Tableau, Power BI, or similar platforms.

Excellent communication skills, capable of translating technical findings into clear, actionable recommendations for diverse audiences.

Strong stakeholder management and collaboration skills, with experience working cross-functionally across teams like Product, Technology, Marketing, and Operations.

Detail-oriented with a high degree of accuracy in data handling and reporting.

Ability to adapt quickly in a fast-paced, evolving workplace and manage multiple priorities effectively.

Responsibilities Develop and maintain comprehensive reports on customer service performance, ensuring visibility into key metrics, trends, and areas for improvement.

Support global customer service processes by providing analysis, insights, and evidence to standardize workflows and embed best practices.

Analyze customer contact data, including structured and unstructured sources, to identify drivers of customer satisfaction issues and opportunities for enhancement.

Contribute to initiatives aimed at improving the customer experience by offering evidence-based insights and tracking the impact of changes implemented.

Identify operational efficiencies by analyzing root causes of avoidable contacts and recommending process improvements.

Align customer service KPIs with broader business objectives,



ensuring performance measurement supports overall growth and customer satisfaction goals.

Collaborate with cross-functional teams—including Customer, Marketing, Logistics, Retail, Product, and Finance—to investigate service drivers and resolve recurring issues.

Ensure data quality and governance by maintaining clear definitions, flagging inconsistencies, and improving reporting accuracy.

Continuously enhance reporting tools, dashboards, and insights to increase clarity, usability, and stakeholder engagement.

Support the implementation and optimization of AI-driven solutions such as automation, chatbots, and agent assist tools, working closely with product and technology teams.

Benefits At Dr. Martens, we believe in supporting our employees’ growth and well-being.

We offer competitive compensation packages, comprehensive health insurance, and wellness programs to promote a healthy work-life balance. Employees have access to ongoing training and development opportunities to enhance their skills and career progression. Our inclusive workplace culture fosters diversity and encourages innovation, ensuring every team member feels valued and empowered.

Additionally, we provide flexible working arrangements and employee discounts on our iconic products, reinforcing our commitment to a positive and engaging work environment.

Equal Opportunity Dr. Martens plc is an equal opportunity employer. We are committed to fostering an inclusive environment where all employees and applicants are treated with respect and fairness, regardless of race, gender, age, religion, sexual orientation, disability, or any other characteristic protected by law.

We believe diversity drives innovation and excellence, and we strive to create a workplace that reflects the diverse communities we serve. Our hiring practices are designed to promote fairness and equal access to opportunities for all qualified candidates.

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