Digital Experience Business Analyst (CRM & Automation)

ppbContratto: /b Somministrazione bLuogo di lavoro: /b Italia /p pFor a leading multinational company in the automotive sector, Experis is seeking a Digital Experience Business Analyst (CRM Automation). /p pWe are seeking an experienced bDigital Experience Business Analyst (CRM Automation) /b candidate to define, own, and continuously improve our customer contact strategy across AI-enabled automation, Salesforce Service Cloud, Agentforce and WhatsApp. This role sits within the Customer Care/Process and Tools function and acts as the business authority for customer service technology. The successful candidate will translate contact centre needs, customer expectations, and operational challenges into clear business requirements, process designs, and knowledge content, working closely with IT, system integrators, and vendors to deploy, enhance, and optimise solutions. The role is accountable for ensuring that technology supports efficient agents, effective self-service, regulatory compliance, and a consistent customer experience across channels. /p pThis role acts as a key bridge between Customer Care and IT, translating customer experience needs into clear business and functional requirements for digital solutions such as CRM, automation, and AI tools. /p h3Key Responsibilities /h3 ul liGather and translate Customer Care needs into functional requirements for IT /li liDesign and improve customer journeys (assisted and self-service) /li liDrive the evolution of digital tools such as: ul liSalesforce Service Cloud /li liAI automation solutions (chatbots, routing, etc.) /li liDigital channels (e.g. WhatsApp) /li /ul /li liDefine operational rules: ul licase/ticket management /li lirouting and automation logic /li libot-to-agent handover /li /ul /li liMonitor service KPIs (AHT, FCR, CSAT) and identify improvements /li liWork closely with IT, operations, and vendors on implementation and optimization /li liManage knowledge base and content for agents and customers /li liSupport change management and continuous improvement /li /ul h3Ideal Candidate Profile /h3 ul liExperience with CRM systems, ideally Salesforce Service Cloud /li liStrong ability to translate business needs into IT requirements /li liStrong stakeholder management skills (business IT interface) /li liKnowledge of automation and AI in customer service (chatbots, self-service, digital channels) /li liExperience in customer journey design and process improvement /li liData-driven mindset and focus on continuous improvement /li liEnglish C1-C2 /li /ul h3Location /h3 ul liArese (MI), full on site. /li /ul h3Offer /h3 ul liStaff leasing Contract, RAL commensurate with experience /li /ul pAnnuncio valido fino a: 31-Dec-2026 /p /p #J-18808-Ljbffr