PpFor a leading multinational company in the automotive sector, Experis is seeking a Digital Experience Business Analyst (CRM Automation). /ppWe are seeking an experienced Digital Experience Business Analyst (CRM Automation) 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. /ppThis 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. /ph3bKey Responsibilities /b /h3ulliGather and translate Customer Care needs into functional requirements for IT /liliDesign and improve customer journeys (assisted and self-service) /liliDrive the evolution of digital tools such as:ulliSalesforce Service Cloud /liliAI automation solutions (chatbots, routing, etc.) /liliDigital channels (e.g. WhatsApp) /li /ul /liliDefine operational rules:ullicase/ticket management /lilirouting and automation logic /lilibot-to-agent handover /li /ul /liliMonitor service KPIs (AHT, FCR, CSAT) and identify improvements /liliWork closely with IT, operations, and vendors on implementation and optimization /liliManage knowledge base and content for agents and customers /liliSupport change management and continuous improvement /li /ulh3bIdeal Candidate Profile /b /h3ulliExperience with CRM systems, ideally Salesforce Service Cloud /liliStrong ability to translate business needs into IT requirements /liliStrong stakeholder management skills (business IT interface) /liliKnowledge of automation and AI in customer service (chatbots, self-service, digital channels) /liliExperience in customer journey design and process improvement /liliData-driven mindset and focus on continuous improvement /liliEnglish C1-C2 /li /ulh3bLocation /b /h3ulliArese (MI), full on site. /li /ulh3bOffer /b /h3ulliStaff leasing Contract, RAL commensurate with experience /li /ulpAnnuncio valido fino a: 31-Dec-2026 /p /p #J-18808-Ljbffr