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 t

📌 Business/Technical Analyst (Italia)
🏢 Team.Blue
📍 Italia