15 set - Firenze
Team.Blue
Overview
As a Business/Technical Analyst in Digital Channels, you will shape AI-powered email and chat customer care across brands. You translate customer needs into channel requirements, flows, and processes to ensure accurate, efficient, on-brand interactions. You’ll collaborate with brands and AI/technical teams to standardise and scale solutions Europe-wide, balancing automation with human handoffs. This role offers impact by improving customer journeys and accelerating multi-brand rollout in a fast-moving environment.
Responsabilità
- Gather and analyse business, customer and operational requirements for AI-powered email and chat channels across brands
- Analyse existing customer journeys, processes and channel interactions to identify gaps and opportunities
- Map and define customer journeys, conversation flows and channel processes for AI-powered customer care
- Define routing, handoff and escalation logic with AI and technical teams
- Identify where interactions should be automated, AI-supported, or handed to humans
- Translate business needs into clear requirements,
flows and specifications for digital channels
- Collaborate with brands to understand local requirements and identify opportunities to standardise across markets
- Translate requirements into user stories, acceptance criteria and test scenarios
- Support testing and validation of conversation flows, routing and handoff
- Assist with launch and rollout of AI-powered email and chat channels across brands
Requisiti fondamentali
- 3+ years as a Business/Technical Analyst or similar role on technology or data projects
- Strong process mapping and requirements documentation skills
- Experience analysing data, systems and processes to identify root causes
- Ability to translate business requirements into technical solutions and testable changes
- Experience eliciting and documenting requirements (user stories, maps, workflows, acceptance criteria)
- Hands-on testing, validation and troubleshooting of
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