CRM & AI Automation Digital Experience Analyst

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7hua1v

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 ResponsibilitiesGather and translate Customer Care needs into functional requirements for ITDesign and improve customer journeys (assisted and self-service)Drive the evolution of digital tools such as:Salesforce Service CloudAI & automation solutions (chatbots, routing, etc.)Digital channels (e.g. WhatsApp)Define operational rules:case/ticket managementrouting and automation logicbot-to-agent handoverMonitor service KPIs (AHT, FCR, CSAT) and identify improvementsWork closely with IT, operations, and vendors on implementation and optimizationManage knowledge base and content for agents and customersSupport change management and continuous improvementIdeal Candidate ProfileExperience with CRM systems, ideally Salesforce Service CloudStrong ability to translate business needs into IT requiremen

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7hua1v