WHERE YOU CONTRIBUTE
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 clear, 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)
1. Customer Service Performance Reporting: Produce and maintain regular reporting on customer service performance, ensuring consistent visibility of service health and trends.
2. 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.
3. Insight & Analysis: Analyse service data to identify drivers of customer contact, satisfaction issues and improvement opportunities.
4. Customer Experience Improvement Support: Support initiatives that improve the consumer experience by providing evidence-based insight and tracking impact.
5. Operational Efficiency Analysis: Identify opportunities to improve efficiency and reduce avoidable contact through insight and root cause analysis.
6. KPI Alignment: Support alignment of customer service reporting with business KPIs where relevant, ensuring performance measurement supports wider consumer and growth priorities.
7. Stakeholder Collaboration: Partner with cross-functional teams (e.g. Customer, Marketing, Logistics, Retail and Product, Finance) to investigate service drivers and support resolution of recurring issues.
8. Data Quality & Governance: Maintain clear definitions, ensure reporting accuracy and flag data gaps or inconsistencies that impact decision making.
9. Continuous Improvement: Support the ongoing improvement of reporting, dashboards and insight outputs to increase clarity and usefulness for stakeholders.
Key Skills & Capabilities (the core skills & capabilities this role requires – expertise, experience & behaviours that enable strong performance)
1. Analytical Capability: Strong ability to analyse performance data, identify trends, and translate findings into actionable insight that drives service and customer experience improvements.
2. Reporting & Data Storytelling: Ability to produce clear, consistent reporting and communicate insights in a practical way for varied audiences.
3. Customer-Centric Mindset: Strong understanding of how customer service performance impacts the overall customer experience and brand perception.
4. AI-Enabled & Agentic Analytics: Ability to leverage AI and agentic tools to analyse large volumes of structured and unstructured data (e.g. tickets, conversations, feedback), identify patterns, and generate proactive, actionable insights at scale.
5. AI Implementation Support: Comfortable supporting the implementation and optimisation of AI-driven solutions (e.g. automation, chatbots, agent assist tools), working closely with product, technology, and service teams.
6. Attention to Detail: High level of accuracy in data handling, KPI definitions, and reporting outputs.
7. Problem Solving: Strong root-cause thinking and ability to recommend improvements based on evidence and insight.
8. Stakeholder Management: Comfortable collaborating cross-functionally and supporting decision-making through insight.
9. Process & Automation Orientation: Able to improve reporting processes and leverage automation and AI to increase efficiency, scalability, and consistency.
10. Adaptability: Comfortable working at pace across multiple priorities in a fast-moving, evolving environment.
Decision remit (areas the role is responsible for making decisions on – consider global – local)
1. Make day‑to‑day decisions on reporting structure, analysis approach and insight outputs within agreed frameworks.
2. Recommend service performance improvement opportunities based on evidence and root‑cause analysis.
3. Escalate data quality issues or emerging service risks to the Customer Service Manager – Global Process Owner.
WHAT SUCCESS LOOKS LIKE IN YOUR ROLE
How I contribute to our strategy: (Key Performance Indicators - KPIs) – linked to Growth Strategy KPIs:
1. Customer Experience Insight: Clear, trusted insight improves decision‑making and prioritisation of customer experience improvements.
2. Service Performance: Reporting and analysis support improved customer service performance and reduced recurring issues.
3. Operational Efficiency: Insight helps reduce avoidable contact and improves service efficiency.
4. Customer Advocacy: Customer service insight supports improvements in customer satisfaction and advocacy.
5. Reporting Excellence: Dashboards and reports are accurate, consistent and delivered on time with clear definitions.
HOW YOU WORK
Our values shape how we show up every day, and the DM way is your compass for how we work and grow together. Dive in, get inspired, and bring these behaviours to life in everything you do – DM Way