At a Glance
- Tasks: Define customer journeys for AI-powered email and chat support across multiple brands.
- Company: Join team.blue, a leading ecosystem of 60+ successful tech brands in Europe.
- Benefits: Enjoy a hybrid work model, competitive salary, and a focus on sustainability.
- Other info: Diversity and inclusion are at our core; everyone is welcome here.
- Why this job: Make a real impact by enhancing digital customer interactions with cutting-edge technology.
- Qualifications: 3+ years as a Business/Technical Analyst with strong analytical and documentation skills.
The predicted salary is between 54000 - 66000 £ per year.
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
- 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?
"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.
Business/Technical Analyst - Digital Channels in Worcester employer: team.blue Global
At team.blue, we pride ourselves on being a leading digital enablement provider in Europe, offering an inclusive and dynamic work environment that fosters growth and innovation. As a Marketing Operations Team Lead, you'll have the opportunity to shape a cutting-edge marketing model while working with a diverse team across 60+ brands, all supported by robust tools and a commitment to sustainability. Our culture values respect and collaboration, ensuring that every employee feels valued and empowered to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Business/Technical Analyst - Digital Channels in Worcester
✨Get to Grips with Data Visualisation Tools
If you're aiming for a full-time role in business intelligence, brush up on your skills with popular data visualisation tools like Tableau or Power BI. Showcasing projects where you've transformed raw data into clear visual insights can give you a real edge.
✨Join Local Business Intelligence Meetups
Look for local business intelligence meetups or analytics conferences in your area. These events are not just great for learning but also for networking with industry professionals who could lead you to opportunities at companies like team.blue Global!
✨Engage with Online BI Communities
Join online forums or communities focused on business intelligence—think LinkedIn groups, Reddit threads, or even dedicated Slack channels. Engage actively by sharing your insights and asking questions; this can help you build visibility and connect with potential employers.
✨Leverage Your University’s Career Support
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We think you need these skills to ace Business/Technical Analyst - Digital Channels in Worcester
Some tips for your application 🫡
Highlight Your Analytical Skills:In the business intelligence field, showcasing your analytical skills is a must. Make sure your CV includes relevant experience with data analysis tools, programming languages like SQL or Python, and any projects where you've interpreted complex data sets to drive business decisions.
Showcase Your Business Acumen:Don't just focus on data; show us how you can apply your insights to real-world business problems. Highlight projects where you made a tangible impact on company performance, and be prepared to explain your thought process in your cover letter.
Tailor Your Documents for Us:When applying for a full-time role at team.blue Global, tailor your CV and cover letter to reflect our organisational goals and strategies. Mention specific tools and methodologies that align with what we do—this shows you’ve done your homework and are genuinely interested in our mission!
Include Relevant Certifications:Certifications like Google Data Analytics or similar qualifications can really make you stand out in business intelligence. Include these in your application, as they demonstrate your commitment to the field and your willingness to stay current with industry standards.
How to prepare for a job interview at team.blue Global
✨Show off your analytical skills
In a business intelligence role, you're going to need to demonstrate your analytical prowess. Be prepared to discuss specific tools you've used, like SQL, Tableau, or Power BI. Have real-world examples ready where you’ve turned data into actionable insights – this is what makes us shine in interviews!
✨Practice your technical know-how
Expect some technical questions during the interview that dive deep into your understanding of data modelling and analytics frameworks. Brush up on your knowledge of data warehousing concepts and be ready to tackle any real case scenarios they might present. They’ll want to see how you approach problems using your BI toolkit.
✨Portfolio of Projects
Since it's a full-time role, having a strong portfolio is key! Compile case studies demonstrating your previous projects, preferably showing how your insights led to business improvements. This can help us display how you think through complex datasets and your problem-solving process, which is what employers are keen on seeing.
✨Know their business model
Get familiar with team.blue Global’s business model and recent data-driven decisions. Be prepared to discuss how your skills can specifically support their objectives or challenges. Understanding their landscape shows that you’re not just a data buff, but you’re also genuinely interested in how BI can impact their bottom line.
