AI & Automation Analyst

The AI & Automation Analyst is responsible for analysing business needs, operational data, and customer interactions to identify, design, and deliver automation opportunities. Sitting within the AI & Automation team, this role acts as the connector between operations, product, and technology - scoping and prioritising use cases, configuring tactical automations, and ensuring solutions deliver measurable value. The analyst will focus on accelerating the adoption of AI and automation across customer support, player protection, fraud, and digital operations, with a strong emphasis on leveraging Generative AI and agentic automation to drive efficiency and customer satisfaction. The AI Solutions Analyst will work closely with the AI & Automation Lead and AI Experience Designer to collaboratively scope, prioritise, and design effective AI solutions that align with business goals. Main Accountabilities & Responsibilities Opportunity Identification & Analysis Analyse contact volumes, intents, and performance data to identify automation and AI opportunities. Collaborate with the AI & Automation Lead and AI Experience Designer to scope, prioritize, and design effective AI solutions. Translate business needs into technical requirements and solution designs. Solution Design & Delivery Configure and test low-to-medium complexity automations Develop requirements and hand over more complex builds or integrations to product/tech teams. Maintain solution documentation, process maps, and change logs. Performance Monitoring & Optimisation Monitor live performance of AI and automation solutions, flagging improvements or optimisations. Support continuous improvement by analysing outcomes and recommending enhancements. Governance & Compliance Support governance by ensuring automation initiatives align to compliance, data privacy, and security standards. Ensure all solutions adhere to best practices in ethical and responsible AI deployment. Stakeholder Engagement Act as a bridge between business users and technical teams, ensuring clear communication and alignment on priorities. Provide regular reporting and insights to stakeholders on automation performance and impact. Qualifications Essential Background in business analysis, operations analysis, or technical support with exposure to AI/automation. Familiarity with contact centre tooling and integration concepts (APIs, data flows). Strong analytical skills with experience in data interpretation, reporting, and turning insights into action. Ability to design and configure simple automations (e.g. workflow tools, low-code/no-code platforms). Excellent stakeholder management skills- capable of translating between business users and technical teams. Strong documentation and process mapping skills. Awareness of conversational AI, agent assist, and automation best practices. Desired Experience working with Generative AI, agentic automation, or multi-step conversational workflows. Exposure to regulated industries or high-compliance environments. Experience with A/B testing, experimentation, and performance analytics for automation solutions. Personal Qualities Desired Analytical and detail-oriented, with a passion for uncovering insights and driving operational improvement. Collaborative and communicative, able to work effectively across teams and disciplines. Proactive and adaptable, comfortable managing multiple priorities in a fast-paced environment. Curious and innovative, eager to explore new technologies such as Generative AI and agentic automation. Committed to high standards of quality, compliance, and ethical AI use. Strong sense of ownership and accountability for solution delivery and business impact.