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. 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 3+ years as a Business/Technical Analyst or similar role on technology or data projects ~ 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 technology solutions ~ Comfortable with low-code/workflow platforms and configuration changes ~ Strong analytical and stakeholder management skills ~ Located near a European office for hybrid work ~ Stakeholder management ~ Low-code/workflow platforms ~ Testing and quality assurance for digital channels ~ Chatbots or conversational AI

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