Customer Service Analyst

About the Role The Customer Service Analyst is a Bengaluru-based role joining the global customer service team. You will provide insight, reporting, and analysis to improve customer service performance and strengthen the end-to-end consumer experience, while helping evolve the function toward AI-enabled, agent-led operations. You’ll turn data from tickets, conversations, and feedback into actionable recommendations and support the implementation of AI-driven solutions across the organisation. What You'll Do

• Produce and maintain regular reporting on customer service performance, ensuring visibility of service health and trends.
• Provide analysis, insight, and performance evidence that underpins global process ownership, supporting the Customer Service Manager – Global Process Owner to standardise workflows, embed consistent ways of working, and prioritise improvements.
• Analyse service data to identify drivers of customer contact, satisfaction issues and improvement opportunities.
• Support initiatives that improve the consumer experience by providing evidence-based insight and tracking impact.
• Identify opportunities to improve operational efficiency and reduce avoidable contact through root cause analysis.
• Align customer service reporting with business KPIs where relevant, ensuring performance measurement supports wider consumer and growth priorities.
• Collaborate with cross-functional teams (e.g. Customer, Marketing, Logistics, Retail and Product, Finance) to investigate service drivers and support resolution of recurring issues.
• Maintain clear definitions, ensure reporting accuracy and flag data gaps or inconsistencies that impact decision making.
• Contribute to the ongoing improvement of reporting, dashboards and insight outputs to increase clarity and usefulness for stakeholders. What We're Looking For
• Analytical Capability: Strong ability to analyse performance data, identify trends, and translate findings into actionable insight that drives service and customer experience improvements.
• Reporting & Data Storytelling: Ability to produce clear, consistent reporting and communicate insights in a practical way for varied audiences.
• Customer-Centric Mindset: Strong understanding of how customer service performance impacts the overall customer experience and brand perception.
• 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.
• 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.
• Attention to Detail: High level of accuracy in data handling, KPI definitions, and reporting outputs.
• Problem Solving: Strong root-cause thinking and ability to recommend improvements based on evidence and insight.
• Stakeholder Management: Comfortable collaborating cross-functionally and supporting decision-making through insight.
• Process & Automation Orientation: Able to improve reporting processes and leverage automation and AI to increase efficiency, scalability, and consistency.
• Adaptability: Comfortable working at pace across multiple priorities in a fast-moving, evolving environment. Nice to Have
• Optional/preferred qualifications (only if mentioned) Compensation & Benefits