AI-Powered Channel Analyst for Multi-Brand Digital Care

team.blue; Firenze; Ibrido; EUR 42.000 - 64.000; Tempo pieno

Descrizione del lavoro

team.blue is seeking a Business/Technical Analyst, Digital Channels to define requirements and customer journeys for AI-powered email and chat 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.

You will collaborate with brands and stakeholders to understand local requirements while identifying opportunities to standardise and scale solutions across

Competenze

• 3+ years as a Business/Technical Analyst or similar hybrid role on technology or data projects.
• Strong process mapping and requirements documentation skills.
• Experience analysing data, systems and business processes to identify issues and root causes.
• Ability to translate business requirements into technical solutions and define testing approaches.
• Experience eliciting and documenting requirements, including user stories, processes and workflows.
• Hands-on testing, validation and troubleshooting of technology solutions.
• Comfortable with low-code/workflow platforms and configuration changes.
• Excellent documentation and communication skills.
• Located near a European office for hybrid work.

Mansioni

• Gather and analyse business, customer and operational requirements for AI-powered email and chat channels across brands.
• 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 specialists.
• Translate business and customer needs into clear requirements, process flows and specifications for digital channels.
• Work with brands and stakeholders to standardise and scale solutions across markets.
• Translate requirements into user stories, acceptance criteria and test scenarios.
• Support the testing and validation of conversation flows, routing and handoff scenarios.
• Support the launch and rollout of AI-powered email and chat channels across brands.

Conoscenze

Process mapping

Requirements docs

Data analysis

Stakeholder management

Test design

Low-code platforms

Communication

Hybrid work

Strumenti

Low-code platforms

Descrizione del lavoro

team.blue is seeking a Business/Technical Analyst, Digital Channels to define requirements and customer journeys for AI-powered email and chat 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.

You will collaborate with brands and stakeholders to understand local requirements while identifying opportunities to standardise and scale solutions across