Automation & Innovation Analyst

Royal London; Alderley Edge; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

28 days annual leave

Pension up to 14% employer matching

Private medical insurance

Job summary

Royal London is accelerating transformation in customer operations through automation, AI and digital innovation. You will identify opportunities, analyse journeys and shape automation solutions, influencing how technology improves customer and colleague experiences.

Join a team within the Automation Centre of Excellence focusing on value-driven improvements and scalable delivery. This role suits someone who thrives on solving complex problems, collaborating with partners and driving positive

Qualifications

• Experience analysing and improving business processes to boost efficiency and outcomes.
• Strong stakeholder management and ability to translate complex topics.
• Experience gathering requirements and mapping processes for tech or transformation projects.
• Interest in automation and AI with knowledge of Power Platform/ Copilot beneficial.
• Analytical and collaborative mindset with continuous improvement passion.

Responsibilities

• Identify opportunities to simplify processes through automation, AI and digital solutions.
• Collaborate with operational teams to analyse processes and design improvements.
• Build a pipeline of opportunities and prioritise initiatives by value and feasibility.
• Create process maps, requirements and business cases to support delivery.
• Work with delivery teams to move ideas to implementation and benefits.
• Promote adoption of automation tools across Customer Operations.
• Contribute to governance and best practices within the Centre of Excellence.

Skills

Process analysis

Stakeholder management

Requirements gathering

Analytical thinking

Collaboration

Continuous improvement

Tools

Microsoft Power Platform

Microsoft Copilot

Power Automate

Job description

“It feels good to have a career with real purpose.”

Join Royal London at an exciting time as we accelerate the transformation of our customer operations through automation, AI and digital innovation.

Sitting within our Automation & Innovation Centre of Excellence, you'll play a key role in identifying opportunities to simplify processes, improve customer and colleague experiences, and drive operational efficiency across the business.

Working closely with operational teams, technology specialists and transformation partners, you'll analyse customer journeys, uncover improvement opportunities, and help shape automation solutions using technologies such as Microsoft Power Platform, Copilot and AI-enabled tools. From quick-win process improvements to large-scale transformation initiatives, you'll have the opportunity to influence how we use technology to deliver better outcomes for both our customers and colleagues.

This is an ideal opportunity for someone who enjoys solving complex problems, engaging with stakeholders and turning ideas into meaningful change, while helping to build a future-ready, digitally enabled operation.

About the role

• Identify and assess opportunities to simplify processes and improve customer and colleague experiences through automation, AI and digital solutions.
• Work with operational teams and stakeholders to analyse processes, gather requirements and design effective technology-led improvements.
• Build and maintain a pipeline of automation opportunities, helping to prioritise initiatives based on value, feasibility and business impact.
• Create clear process maps, requirements and business cases to support the delivery of automation and transformation projects.
• Collaborate with technology, transformation and delivery teams to take opportunities from idea through to implementation and benefit realisation.
• Promote awareness and adoption of automation, AI and digital tools, including Power Platform and Microsoft Copilot, across Group Customer Operations.
• Contribute to continuous improvement, governance and best practices within the Automation Centre of Excellence.

About you

• Experience analysing and improving business processes, with the ability to identify opportunities to enhance efficiency and customer outcomes.
• Strong stakeholder management and communication skills, with the confidence to translate complex topics into clear, practical recommendations.
• Experience gathering requirements, mapping processes and supporting the delivery of technology or transformation initiatives.
• An interest in automation, AI and digital technologies, with knowledge of tools such as Microsoft Power Platform, Power Automate or Microsoft Copilot being beneficial.
• Strong analytical and problem-solving skills, with the ability to assess opportunities, risks and potential business value.
• A collaborative mindset and a passion for continuous improvement, innovation and driving positive change.
• Experience within customer operations, financial services or a regulated environment would be advantageous.

About Royal London

We’re the UK’s largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.

Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.

We've always been proud to reward employees by offering great workplace benefits such as:

• 28 days annual leave in addition to bank holidays
• an up to 14% employer matching pension scheme
• private medical insurance

Inclusion, diversity and belonging

We’re an inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected – whatever their background.

Only candidates who have the legal right to work in the UK or Ireland can undertake this role.
Unfortunately, Royal London is unable to provide visa or work permit sponsorship.