Automation & Innovation Analyst -AI-Driven Improvements

Royal London Group; Alderley Edge; On-site; GBP 50,000 - 65,000; Full time

Benefits offered by this job

28 days annual leave

Employer pension matching 14%

Private medical insurance

Job summary

Royal London is accelerating transformation of customer operations through automation, AI and digital innovation. As part of the Automation & Innovation Centre of Excellence, you will identify opportunities to simplify processes, gather requirements and shape automation solutions that improve customer and colleague experiences.

You will work with operational teams and technology partners to prioritise initiatives, create process maps and business cases, and drive benefit realisation across the

Qualifications

• Experience in a Business Analyst, Continuous Improvement, Change or Transformation role, ideally within a customer operations environment.
• Experience producing process maps, business requirements, user stories, business cases or similar analysis artefacts.
• Strong stakeholder management and communication skills, with the confidence to translate complex topics into clear, practical recommendations.
• An interest in automation, AI and digital technologies, with knowledge of tools such as Microsoft Power Platform, Power Automate or Microsoft Copilot being beneficial.

Responsibilities

• 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, user stories, 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.

Skills

Business Analysis

Continuous Improvement

Change Management

Stakeholder Management

Analytical Thinking

Tools

Microsoft Power Platform

Power Automate

Copilot

Job description

Royal London is accelerating transformation of customer operations through automation, AI and digital innovation. As part of the Automation & Innovation Centre of Excellence, you will identify opportunities to simplify processes, gather requirements and shape automation solutions that improve customer and colleague experiences.

You will work with operational teams and technology partners to prioritise initiatives, create process maps and business cases, and drive benefit realisation across the