Business/Technical Analyst - Digital Channels

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 technology solutions
• Comfortable with low-code/workflow platforms and configuration changes
• Strong analytical and stakeholder management skills
• Excellent documentation and communication skills
• Located near a European office for hybrid work
• Stakeholder management
• Analytical thinking
• Clear communication
• Low-code/workflow platforms
• Testing and quality assurance for digital channels
• Chatbots or conversational AI

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