AI and Automation Workflow Architect

Job Description Join OneAdvanced 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. What You Will DoSupport 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.What You Will HaveFoundational 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.What We Do For YouWellbeing that means something26 days holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every yearExceptional 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 leaveRobust sick pay of up to 13 weeks full pay + 13 weeks half pay24/7 Employee Assistance Programme for confidential supportPrivate medical insurance for everyone, no medical-history exclusionsFinancial Benefits That Have Your BackGroup-wide performance bonus, when we win, you winIncome protection: up to 75% salary for 5 years if you ever need itGrow your career with usSkillsHub learning platform with leadership pathways, future-manager training, and a huge online libraryAccess to external training and apprenticeshipsMaking a DifferenceMatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the fundingPennies from Heaven donate the pennies from your pay check to help make a difference without lifting a fingerPlus plenty other flexible benefits to suit your lifestyle on our RewardHub, including:ULEV car scheme with 1,000+ modelsDental insurance, Health Cash Plan, Critical Illness Cover, Partner Life CoverWho We AreOneAdvanced is one of the UK's largest providers of business software and services serving 20,000+ global customers with an annual turnover of 330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of work and, as you can see, our software underpins some of the UK's most critical sectors.We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.To learn more about working at OneAdvanced please click here

Created: 2025-12-15