Digital Experience Business Analyst (CRM & Automation)
Pubblicato il 04-08-2026 - EXPERIS in Milano
For a leading multinational company in the automotive sector, Experis is seeking a Digital Experience Business Analyst (CRM & Automation).
We are seeking an experienced Digital Experience Business Analyst (CRM & Automation) candidate to define, own, and continuously improve our customer contact strategy across AI‑enabled automation, Salesforce Service Cloud, Agentforce and WhatsApp. This role sits within the Customer Care/Process and Tools function and acts as the business authority for customer service technology. The successful candidate will translate contact centre needs, customer expectations, and operational challenges into clear business requirements, process designs, and knowledge content, working closely with IT, system integrators, and vendors to deploy, enhance, and optimise solutions. The role is accountable for ensuring that technology supports efficient agents, effective self‑service, regulatory compliance, and a consistent customer experience across channels.
This role acts as a key bridge between Customer Care and IT, translating customer experience needs into clear business and functional requirements for digital solutions such as CRM, automation, and AI tools.
Key Responsibilities
- Gather and translate Customer Care needs into functional requirements for IT
- Design and improve customer journeys (assisted and self-service)
- Drive the evolution of digital tools such as:
- Salesforce Service Cloud
- AI & automation solutions (chatbots, routing, etc.)
- Digital channels (e.g. WhatsApp)
- Define operational rules:
- case/ticket management
- routing and automation logic
- bot-to-agent handover
- Monitor service KPIs (AHT, FCR, CSAT) and identify improvements
- Work closely with IT, operations, and vendors on implementation and optimization
- Manage knowledge base and content for agents and customers
- Support change management and continuous improvement
Ideal Candidate Profile
- Experience with CRM systems, ideally Salesforce Service Cloud
- Strong ability to translate business needs into IT requirements
- Strong stakeholder management skills (business & IT interface)
- Knowledge of automation and AI in customer service (chatbots, self-service, digital channels)
- Experience in customer journey design and process improvement
- Data-driven mindset and focus on continuous improvement
- English C1-C2
Location
- Arese (MI), full on site.
Offer
- Staff leasing Contract, RAL commensurate with experience
Annuncio valido fino a: 31-Dec-2026
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