AI and Automation Workflow Architect

We are looking for an AI and Automation Workflow Architect to support in the design, build, and embedding of AI-powered workflows that transform how services are delivered across customer and product journeys. This role aligns people, technology, and workflows to drive measurable performance and improve the end-to-end customer experience.

You will be responsible for designing and supporting in the design of intelligent, high-impact workflows using systems thinking, automation, and human-centred design. This includes identifying pain points, embedding AI and human decision-points where they add the most value, and ensuring every workflow is optimised for impact, adaptability, and seamless service delivery.

Our Headquarters is based in Birmingham but this role will come with the option for mostly remote working with a monthly visit to be with the team. 

• Support the design of AI-powered service workflows that improve customer experience through automation, AI agents, and clear human decision points.
• Assist and deliver the mapping and redesigning service journeys, helping to identify delays, handoffs, and areas for human + AI coordination or automation.
• Work alongside stakeholders to explore how AI can enhance human roles, supporting efforts to define where to automate, augment, or enable service action.
• Contribute to workflow builds and validation in partnership with Product, Technology, and Operations teams, ensuring alignment with business needs.
• Ensure workflows are purpose-built and outcome-driven, helping link workflow design to specific improvements like faster resolution or higher satisfaction.
• Apply standard workflow models and templates, incorporating global patterns and practices provided by senior architects or protocol leads.
• Support measurement and optimisation efforts, using performance data to help monitor adoption, effectiveness, and user experience.
• Collaborate with the Workflow Delivery Lead, contributing to communication, deployment, and user engagement around new workflows.
• Support the development of workflow capability maps, documenting key systems, processes, and roles needed to deliver and sustain workflows.
• Engage with internal stakeholders and customers, capturing feedback and examples to showcase success and inform future improvements.

• Foundational experience in service design or process mapping, ideally within tech-enabled or AI-supported environments.
• Hands-on experience contributing to workflow/ flow of work / process builds that integrate tools such as automation engines, chatbots, or co-pilots into service journeys.
• Understanding of service operations and how to help redesign workflows that improve speed, quality, and customer experience.
• Comfort working in cross-functional teams, supporting collaboration between frontline users, architects, and service owners.
• Basic familiarity with workflow or orchestration platforms and emerging AI-enablement tools (e.g., GPT-based assistants, RPA tools) is beneficial.
• Driven by outcomes, with a mindset that seeks to reduce friction, simplify steps, and eliminate duplication where possible.
• Open to new thinking and willing to challenge the status quo, learning how to spot smarter, simpler ways to improve services.
• Works with an AI-empowered mindset, contributing to systems where automation takes care of the routine and people focus where they add the most value.
  
  

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Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral

• Annual Leave – 26 days of annual leave, plus public holidays and the ability to buy additional days
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7 through Care First

Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally

• Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success
• Online Learning Platform: SkillsHub! - Learning at your fingertips, anytime from anywhere. You can access our online library with relevant content for your career growth. We also offer a range of external training opportunities including apprenticeship.

Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important

• Pension Scheme – Our plan with Scottish Widows offers 5% matched contribution by the company
• Income protection insurance – Providing you with support and assistance when you need it most

Recognition – Highlighting and rewarding the great work our people do

• Performance & Talent – Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self

Making a Difference – we provide opportunities to help our people make a difference to the causes they care about

• MatchIt! – Fundraise for a cause close to your heart and OneAdvanced will match part of the funding
• Volunteering Time – Our volunteering leave scheme allows you to use your time to help those who need it
• Pennies from Heaven – donate the pennies from your pay check to help make a difference without lifting a finger