Digital Channels Analyst

About the role

stc Kuwait is recruiting a Digital Channels Analyst to support the translation of business objectives into digital channel solutions. Working under the guidance of the Digital Channels Executive Analyst and management, the role covers requirements gathering and documentation, journey and process mapping, backlog support, test preparation and execution, and channel performance reporting across customer-facing, self-service, conversational and internal digital workplace channels.

Key responsibilities

• Gather and document business requirements, user stories, process flows and customer journeys for digital channel initiatives.
• Manage and improve digital channels and automation, including Microsoft 365, SharePoint, self-service and conversational channels.
• Support testing and quality assurance, including UAT, test scenarios, defect tracking and business sign-off.
• Monitor and analyze digital channel performance and KPIs, identifying improvements based on customer behavior and feedback.
• Coordinate with business, technical teams and vendors, ensuring requirements meet regulatory, security, privacy and brand standards.

Required profile

• Bachelor's degree in Computer Science, Information Technology, Software Engineering, Information Systems or a related discipline.
• Minimum 4 years of relevant experience.
• Previous experience in digital channels.