Digital experience business analyst (crm & automation)

For a leading multinational company in the automotive sector, Experis is seeking a Digital Experience Business Analyst (CRM & Automation).

We 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.
This 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. Key Responsibilities

Gather and translate Customer Care needs into functional requirements for IT

Design and improve customer journeys (assisted and self-service)

Drive the evolution of digital tools such as: Salesforce Service Cloud AI & automation solutions (chatbots, routing, etc.) Digital channels (e.g. WhatsApp)

Define operational rules: case/ticket management routing and automation logic bot-to-agent handover

Monitor service KPIs (AHT, FCR, CSAT) and identify improvements

Work closely with IT, operations, and vendors on implementation and optimization

Manage knowledge base and content for agents and customers

Support change management and continuous improvement

Ideal Candidate Profile

Experience with CRM systems, ideally Salesforce Service Cloud

Strong ability to translate business needs into IT requirements

Strong stakeholder management skills (business & IT interface)

Knowledge of automation and AI in customer service (chatbots, self-service, digital channels)

Experience in customer journey design and process improvement

Data-driven mindset and focus on continuous improvement

English C1-C2

Location

Arese (MI), full on site.

Offer

Staff leasing Contract, RAL commensurate with experience

Annuncio valido fino a: 31-Dec-2026