SO, WHAT'S THE STORY?

The DTC Customer Service team is part of the broader Direct To Consumer (DTC) team, which aligns with our corporate strategy of putting our customers and our direct relationships with our customers first. We strive to be a customer-centric division, using the latest technologies and innovations to serve our customers in a manner that is authentic with the brand values.

The Business Analyst in the DTC Customer Service team Team will play a pivotal role in an agile delivery environment, focusing on optimizing and enhancing Salesforce Service Cloud capabilities. This role involves partnering with business stakeholders, customer service teams, technology teams, and external vendors to gather requirements, analyze business processes, and ensure successful delivery of solutions that improve customer support operations and customer experience.

THE GIG

As a Business Analyst, you will:

• Partner with Product Managers, Delivery Managers, and Customer Service Operations teams to capture, prioritize,



and translate business requirements into actionable Salesforce Service Cloud solutions.
• Collaborate with stakeholders across Customer Support, Digital Experience, and Technology teams to understand business needs and identify opportunities for process improvement.
• Analyze and document as- is customer service processes, identifying opportunities to improve efficiency, service quality, and customer satisfaction.
• Act as the bridge between business and technology, translating complex business needs into transparent technical specifications for development teams.
• Facilitate workshops, requirement gathering sessions, process mapping exercises, and solution reviews with business stakeholders.
• Support integration initiatives between Salesforce Service Cloud and other enterprise systems. Collaborate with SFSC Administrators, developers, QA team, and integration teams throughout the delivery lifecycle.
• Communicate progress, risks, and dependencies clearly to

📌 Senior Business Analyst (Bengaluru)
🏢 Dr. Martens
📍 Bengaluru