System Automation Specialist

About the role

The System Automation Specialist will transform Customer Operations by designing, implementing and optimising automation and AI‑driven solutions. Working across multiple functions, you will reduce manual effort, boost operational efficiency and improve both customer and employee experiences.

Key responsibilities

• Identify and assess automation and AI opportunities across Customer Operations.
• Design, develop, test, deploy and continuously optimise automation and AI solutions.
• Build and maintain AI‑powered support tools such as chatbots, AI agents and intelligent workflow routing.
• Monitor performance metrics, report on adoption, accuracy and efficiency gains.
• Collaborate with Product, Technology, Compliance and other stakeholders to define requirements and ensure successful delivery.
• Ensure all solutions comply with GDPR, information‑security standards and AI governance.
• Establish quality controls, human‑oversight frameworks and monitoring processes for AI reliability.
• Document processes, configurations and best practices for governance and scalability.

Required profile

• Previous experience in Customer Operations, Customer Support, Automation or Business Process optimisation.
• Proven ability to design and implement scalable automation solutions.
• Strong analytical mindset with a focus on measurable business impact.
• Experience working with cross‑functional teams and adhering to compliance requirements.

Required skills