Overview
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.
We are based in Birmingham, with the option for mostly remote working and 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 contribute to mapping and redesigning service journeys, identifying delays, handoffs, and areas for human + AI coordination or automation.
* Collaborate with stakeholders to explore how AI can enhance human roles, defining where to automate, augment, or enable service action.
* Contribute to workflow builds and validation with Product, Technology, and Operations teams, ensuring alignment with business needs.
* Ensure workflows are purpose-built and outcome-driven, linking design to improvements such as faster resolution or higher satisfaction.
* Apply standard workflow models and templates, incorporating global patterns and practices from 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 on communication, deployment, and user engagement around new workflows.
* Develop workflow capability maps, documenting key systems, processes, and roles needed to deliver and sustain workflows.
* Engage with internal stakeholders and customers, capturing feedback 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 design and integration of tools such as automation engines, chatbots, or co-pilots into service journeys.
* Understanding of service operations and how to 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).
* Outcome-driven mindset focused on reducing friction, simplifying steps, and eliminating duplication where possible.
* Open to new thinking and able to challenge the status quo to find smarter, simpler ways to improve services.
* Collaborative with an AI-empowered mindset, contributing to systems where automation handles routine tasks and people focus on high-value work.
What We Do For You
* Wellbeing – 26 days holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day each year.
* Exceptional family leave: 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, and 5 days paid bereavement leave.
* Robust sick pay of up to 13 weeks full pay + 13 weeks half pay.
* 24/7 Employee Assistance Programme for confidential support.
* Private medical insurance for everyone, with no medical-history exclusions.
Financial Benefits
* Performance-based rewards tailored to your role, including company-wide bonuses, OTE, and commission structures.
* Income protection: up to 75% salary for 5 years if needed.
Grow Your Career
* SkillsHub learning platform with leadership pathways, future-manager training, and a large online library.
* Access to external training and apprenticeships.
Making a Difference
* MatchIt! Fundraise for a cause and OneAdvanced will match part of the funding.
* Pennies from Heaven donate the pennies from your paycheck to help make a difference.
Plus additional flexible benefits via RewardHub, including:
* ULEV car scheme with 1,000+ models
* Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover
Who We Are
At OneAdvanced, we deliver sector-focused technology solutions that simplify complexity, drive progress, and help build a fairer, more inclusive society. We provide SaaS workflow applications and IT services across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more. OneAdvanced is a large UK-based software and services company with teams in the UK, Ireland, India, and Australia. Our platform, including OneAdvanced AI, powers connectivity and innovation across critical sectors. We also offer hosting, managed services, and application modernisation. We strive to create an inclusive workplace and embed ESG principles in everything we do.
Learn more at www.oneadvanced.com
How to Apply
Apply for this job online or email this job to a friend. For more information, please refer to the job posting. Software powered by iCIMS. For more information, visit www.icims.com.
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