AI and Automation Workflow Architect in Birmingham

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.

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 Do

• 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 of 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 such as 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 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 Have

• 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 routine tasks and people focus where they add the most value.

What We Do For You

Wellbeing focused

• Annual leave: 26 days, plus public holidays and the option to buy additional days.
• Employee Assistance Programme: free advice, support, and confidential counselling available 24/7 through Care First.

Personal Growth

• Development programmes: from Future Managers to Leadership Training to help you progress.
• Performance bonus: part of the Group‑wide bonus scheme.
• Online Learning Platform: SkillsHub for on‑demand learning; external training opportunities including apprenticeships.

Financial wellbeing

• Pension scheme: match 5% contribution with Scottish Widows.
• Income protection insurance: support and assistance when needed.

Recognition

• Performance & Talent platform: real‑time feedback, conversations, and goals to help you become your best self.

Making a Difference

• MatchIt! Fundraise: we match part of your donations to a cause close to your heart.
• Volunteering time: leave scheme to help those in need.
• Pennies from Heaven: donate pennies from your pay check without effort.

Who We Are

OneAdvanced is one of the UK’s largest providers of business software and services, serving 20,000+ global customers with an annual turnover of £330 M. We manage 1.5 million calls per month, support over 2 million Further Education learners, handle over 10 million wills, and more. Our mission is to power the world of work, with software underpinning some of the UK’s most critical sectors.

We invest in our brilliant people, striving to be a diverse, inclusive, and engaging place to work that empowers growth, ambition, and talent.

To learn more about working at OneAdvanced, please click here.