AI & Automation Analyst

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.

Do you have experience in Business analysis?, * 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.

Join us to unlock benefits and opportunities that will boost your career journey in a vibrant, inclusive and fulfilling work environment - so you can #BeYourself

You'll get a competitive salary combined with some great benefits.

Wellbeing@Rank is important... From hybrid & flexible working hours and colleague support networks to menopause support and weekly PepTalks, we're here for you.

We'll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you WORK, WIN and GROW with us.

Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.

From pensions to bonus schemes, and private medical insurance to life insurance - we've got you covered.

Rank Interactive, the digital arm of The Rank Group, stands as a leading global digital gaming company fuelled by top-tier talent and technology. Recognised through iconic brands, our products and our people, we bring entertainment to millions of people worldwide on various devices daily. Operating with a multi-branded strategy, we offer online entertainment, bingo and slot gaming, along with a social gaming mobile experience, using a mix of proprietary and licensed software. With offices in the UK, Gibraltar, Mauritius and South Africa while being part of a Rank Group with approximately 8,000 employees globally; we unite people and entertainment across diverse digital channels. Joining our high-performing and inclusive culture, you'll instantly become part of a team supporting our customer-facing initiatives. 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.