01 ott - Italia
Altro
Position We are looking for a Business/Technical Analyst, Digital Channels to define the requirements and customer journeys for AI-powered email and chat customer care across brands. You will translate customer and business needs into clear channel requirements, conversation flows and processes that ensure digital interactions are accurate, efficient and on-brand.
Responsibilities Channel Requirements & AnalysisGather 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, inefficiencies and opportunities for improvement
Map and define customer journeys, conversation flows and channel processes for AI-powered customer care
Define routing, handoff and escalation logic together with AI and technical specialists, ensuring a smooth transition between AI and human agents
Identify where interactions should be automated, supported by AI or handed over to a human agent
Translate business and customer needs into clear requirements,
process flows and specifications for the digital channels
Work with brands and stakeholders to understand local requirements while identifying opportunities to standardise and scale solutions across markets
Delivery, Testing & Launch Translate requirements into user stories, acceptance criteria and test scenarios
Work closely with product, AI and technical teams throughout the build to clarify requirements and resolve issues
Support the testing and validation of conversation flows, routing and handoff scenarios
Analyse test results and stakeholder feedback and refine requirements or flows where needed
Support the launch and rollout of AI-powered email and chat channels across brands
Requirements 3+ years of experience as a Business/Technical Analyst or similar hybrid role on technology or data projects
Strong process mapping and requirements documentation skills
Strong experience analysing data, systems
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