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.
  
  

  #LI-RL1

Wellbeing that means something

• 26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year
• Exceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave
• Robust sick pay of up to 13 weeks full pay + 13 weeks half pay
• 24/7 Employee Assistance Programme for confidential support
• Private medical insurance for everyone, no medical-history exclusions

Financial benefits that have your back

• Group-wide performance bonus, when we win, you win
• Income protection: up to 75% salary for 5 years if you ever need it

Grow your career with us

• SkillsHub learning platform with leadership pathways, future-manager training, and a huge online library
• Access to external training and apprenticeships

Making a Difference 

• MatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding
• Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger

Plus plenty other flexible benefits to suit your lifestyle on our RewardHub, including:

• ULEV car scheme with 1,000+ models
• Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover