AI & Automation Engineer (all genders)

Help us build the insurance experience of the future. As AI & Automation Engineer, you will be the hands-on builder behind Operations’ automation and AI capabilities. Reporting to the Head of Strategic Operations, you design, build, and maintain automations and AI-driven solutions that increase efficiency, reduce operational cost, and improve the customer experience across our core operational domains.

You translate the Operations automation and AI roadmap into shipped, reliable solutions - working hands-on with tools such as Zendesk, n8n, and self-hosted and cloud-based AI models. You partner closely with Product & Engineering (P&E), who own our claims engine and the heavy lifting of claims automation, and you collaborate across Customer Support, Claims, Finance, Sales, and other departments to identify and deliver high-impact automation opportunities.

This is an opportunity to specialise in applied AI and automation within insurance operations. You will not only run existing automations but help shape and grow this capability over time. You do not need to be an AI expert today: if you have a strong drive to go deep in AI and automation and want the runway to grow into it, this role gives you exactly that.

This is an individual contributor role with the potential to build and lead a small team over time.

Key Responsibilities

Automation & AI Delivery (Hands-On)

• Design, build, test, and maintain automations and AI-powered workflows end to end using n8n and integrations across our operational tool stack
• Implement practical AI use cases (e.g. classification, summarisation, drafting, routing) using self-hosted and cloud-based AI models
• Translate the Operations automation & AI roadmap into shipped solutions - Operations owns operational workflow automation end to end, while claims-engine automation sits with P&E
• Own the reliability of your automations end to end, including monitoring, error handling, and continuous iteration

Zendesk Ownership & Customer Support Automation

• Own our Zendesk setup: configure, maintain, and continuously optimise the platform to fit operational needs
• Build and optimise automations within Zendesk to reduce manual effort and response times
• Implement AI-assisted triage, tagging, routing, and response drafting for Customer Support
• Increase automation rate and self-service while protecting CSAT

Claims Automation (in Partnership with P&E)

• Partner closely with P&E, who own the claims engine and core claims automation, to identify and deliver operational improvements
• Build supporting automations around the claims process where they sit outside the core engine
• Dig deep into P&E topics and workflows where needed to enable end-to-end claims automation

Cross-Department & Internal Workflow Automation

• Automate internal operational workflows (e.g. payments) to remove manual, repetitive work
• Together with the respective counterparts (e.g. in Sales), build and maintain automated interfaces between Operations and other departments
• Document and standardise automated processes for maintainability and scaling

Data, Measurement & Insights

• Measure the impact of automations against clear KPIs (e.g. automation rate, handling time, cost saved)
• Work closely with the team’s data analysts to surface opportunities and analyse performance
• Provide transparent reporting on automation performance and ROI

Quality & Reliability

• Build automations and AI solutions with reliability, data protection, and auditability in mind
• Apply appropriate human-in-the-loop controls for higher-risk automated decisions
• Work with our legal function to ensure solutions meet GDPR, risk carrier, and internal requirements

Collaboration & Ways of Working

• Work hands-on across teams, managing your work within the Atlassian suite (Jira, Confluence)
• Act as a go-to expert and advocate for automation and AI within Operations
• Share knowledge and document solutions to enable scaling and future team growth