Business/Technical Analyst

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/86ew4f

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 exp

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/86ew4f