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 c...