ph3Position /h3pWe 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.
/ph3Responsibilities /h3ulliChannel Requirements AnalysisGather and analyse business, customer and operational requirements for AI-powered email and chat channels across brands /liliAnalyse existing customer journeys, processes and channel interactions to identify gaps, inefficiencies and opportunities for improvement /liliMap and define customer journeys, conversation flows and channel processes for AI-powered customer care /liliDefine routing, handoff and escalation logic together with AI and technical specialists, ensuring a smooth transition between AI and human agents /liliIdentify where interactions should be automated, supported by AI or handed over to a human agent /liliTranslate business and customer needs into clear requirements, process flows and specifications for the digital channels /liliWork with brands and stakeholders to understand local requirements while identifying opportunities to standardise and scale solutions across markets /li /ulh3Delivery, Testing Launch /h3ulliTranslate requirements into user stories, acceptance criteria and test scenarios /liliWork closely with product, AI and technical teams throughout the build to clarify requirements and resolve issues /liliSupport the testing and validation of conversation flows,



routing and handoff scenarios /liliAnalyse test results and stakeholder feedback and refine requirements or flows where needed /liliSupport the launch and rollout of AI-powered email and chat channels across brands /li /ulh3Requirements /h3ulli3+ years of experience as a Business/Technical Analyst or similar hybrid role on technology or data projects /liliStrong process mapping and requirements documentation skills /liliStrong experience analysing data, systems and business processes to identify issues, opportunities and the root causes behind them /liliAbility to translate business requirements into technical solutions and define how changes should be implemented and tested /liliExperience eliciting and documenting requirements, including user stories, process maps, workflows and acceptance criteria /liliHands-on experience with testing, validating and troubleshooting technology solutions, with the ability to design and execute tests and interpret the results /liliComfortable working with low-code/workflow platforms and making or supporting configuration changes /liliStrong analytical and stakeholder management skills /liliExcellent documentation and communication skills /liliLocated near one of our European offices, as this is a hybrid role /li /ulh3Nice to have /h3ulliExperience with chat / messaging / email channel requirements /liliExperience with chatbots or conversational AI /liliContact centre / CRM platform exposure /liliMulti-brand rollout experience /li /ulh3Right to Work /h3pAt any stage, please be prepared to provide proof of eligibility to work in the country you're applying for.
Unfortunately, we are unable to support relocation packages or sponsorship visas.
/ph3ESG /h3pAt team.blue, our commitment to caring for the environment and each other is at the heart of everything we do.
Our latest impact report showcases our ongoing ESG efforts and ambitious sustainability goals.
Interested in learning more about our dedication to making a positive impact?
Check it out here.
/pp'Come as you are'Everyone is welcome here.
Diversity Inclusion are at our core.
Far above any technical competence, we value respect, openness, and trusted collaboration.
We do not tolerate intolerance.
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📌 Business/Technical Analyst - Knowledge Management (Firenze)
🏢 Team.Blue
📍 Firenze