AI-Powered Digital Channels Analyst

Team.Blue; Lazio; Ibrido; EUR 45.000 - 65.000; 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 channel requirements, conversation flows and processes ensuring digital interactions are accurate, efficient and on-brand.

You will map journeys, define routing and escalation, create user stories and test scenarios, and support the launch of AI-powered channels across markets,

Competenze

• 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 experience analysing data, systems and business processes to identify issues, opportunities and root causes.

Mansioni

• 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 for improvement.
• 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 to ensure smooth AI-to-human transitions.
• Identify where interactions should be automated, AI-supported or handed to a human agent.
• Translate requirements into user stories, acceptance criteria and test scenarios.
• Work with brands and stakeholders to standardise and scale solutions across markets.
• Translate requirements into testable flows and specs; support testing and validation of flows.

Conoscenze

Business analysis

Process mapping

Requirements documentation

Stakeholder management

Communication skills

Strumenti

Low-code platforms

CRM exposure

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 channel requirements, conversation flows and processes ensuring digital interactions are accurate, efficient and on-brand.

You will map journeys, define routing and escalation, create user stories and test scenarios, and support the launch of AI-powered channels across markets,