Business/Technical Analyst - Digital Channels
Company
team.blue is an ecosystem of 60+ successful PaaS and SaaS brands working together across 22 European countries to provide its 3.5 million SMB customers with everything they need to succeed online by offering best-in-class expertise and services.
team.blue's brands are a mix of traditional hosting businesses that offer services from domain names, email, shared hosting, e-commerce, and server hosting solutions and, as specialist SaaS providers, adjacent products such as compliance, marketing tools, and team collaboration products. This broad product offering makes it a one-stop partner for online businesses and entrepreneurs across Europe.
Position
We are looking for a Business/Technical Analyst, Digital Channels to define the requirements and customer journeys for AI-powered email and chat customer care 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.
Responsibilities
Channel Requirements & Analysis
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, inefficiencies 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 together with AI and technical specialists, ensuring a smooth transition between AI and human agents
Identify where interactions should be automated, supported by AI or handed over to a human agent
Translate business and customer needs into clear requirements, process flows and specifications for the digital channels
Work with brands and stakeholders to understand local requirements while identifying opportunities to standardise and scale solutions across markets
Delivery, Testing & Launch
Translate requirements into user stories, acceptance criteria and test scenarios
Work closely with product, AI and technical teams throughout the build to clarify requirements and resolve issues
Support the testing and validation of conversation flows, routing and handoff scenarios
Analyse test results and stakeholder feedback and refine requirements or flows where needed
Support the launch and rollout of AI-powered email and chat channels across brands
Requirements
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 the root causes behind them
Ability to translate business requirements into technical solutions and define how changes should be implemented and tested
Experience eliciting and documenting requirements, including user stories, process maps, workflows and acceptance criteria
Hands-on experience with testing, validating and troubleshooting technology solutions, with the ability to design and execute tests and interpret the results
Comfortable working with low-code/workflow platforms and making or supporting configuration changes
Strong analytical and stakeholder management skills
Excellent documentation and communication skills
Located near one of our European offices, as this is a hybrid role
Nice to have
Experience with chat / messaging / email channel requirements
Experience with chatbots or conversational AI
Contact centre / CRM platform exposure
Multi-brand rollout experience
Right to Work
At any stage, please be prepared to provide proof of eligibility to work in the country you’re applying for. Unfortunately, we are unable to support relocation packages or sponsorship visas.
ESG
At team.blue, our commitment to caring for the environment and each other is at the heart of everything we do. Our latest impact report showcases our ongoing ESG efforts and ambitious sustainability goals. Interested in learning more about our dedication to making a positive impact? Check it out here.
"Come as you are"
Everyone is welcome here. Diversity & Inclusion are at our core. Far above any technical competence, we value respect, openness, and trusted collaboration. We do not tolerate intolerance.
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