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 solid 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 to

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