AI, Digitisation & Service Improvement Co-ordinator

Are you passionate about understanding how business processes work and identifying opportunities for improvement? In this role, you will develop an understanding of workflows, reporting systems, and operational processes, and how they connect with different functions across the organization. You will support process improvement initiatives, assist with workflow documentation and process audits, and help identify efficiencies and compliance enhancements. By applying analytical thinking to structured process data, you will identify gaps, redundancies, and automation opportunities, while collaborating with colleagues and stakeholders to ensure effective and streamlined business operations.

As an AI, Digitisation & Service Improvement Co-ordinator, you will help identify, test, and implement practical digital and AI-enabled improvements across our services. You will work closely with operational teams, subject-matter experts, and technical partners to coordinate improvement initiatives, maintain clear project plans and records, support end users, gather and analyze data, and help demonstrate the benefits of implemented solutions. This role offers an excellent opportunity to develop your skills in responsible AI adoption, digitisation, project coordination, and continuous improvement. (Please note that this is not a software development role) MAJOR JOB DUTIES, RESPONSIBILITIES AND DELIVERABLES (KPIs) AI & Digitisation Support Support teams to identify suitable use cases for digital tools, automation and AI, with clear problem statements and expected benefits. Co-ordinate small pilots and proofs of concept, including requirements, actions, testing, feedback and implementation readiness. Provide first-line guidance to users, develop simple instructions and learning materials, and help colleagues build confidence in approved AI and digital tools. Maintain project records, use-case registers, process maps, risks, decisions and benefit-tracking information. Work within organisational requirements for data privacy, information security, quality, safety and responsible human oversight of AI outputs. Service Improvement & Co-ordination Engage service users and operational teams to understand current ways of working, pain points and improvement opportunities. Document and map processes, collect baseline information and support root-cause analysis and prioritisation. Co-ordinate improvement actions, meetings, owners and deadlines, escalating risks or barriers when required. Track practical measures such as time saved, cycle time, quality, user experience, adoption and reduction in manual administration. Prepare concise updates, dashboards and presentations, and share lessons learned and reusable good practice.

(Education/training, experience, and certifications) Desirable:   Degree in Computer Science, Data Science, AI, or Scientific Subject or HNC/HND/Foundation Degree in a relevant scientific subject plus relevant operational experience.     KNOWLEDGE SKILLS AND ABILITIES Essential Strong digital literacy, including confidence with Microsoft 365 or similar workplace tools, and an interest in learning approved AI platforms. Good organisation and project co-ordination skills, with the ability to manage multiple actions and deadlines. Ability to gather, organise and interpret information, identify patterns and present findings clearly. Clear written and verbal communication, with the confidence to support colleagues with different levels of technical experience. A practical, collaborative and improvement-focused approach, with attention to detail and willingness to learn Experience & Development Experience in co-ordination, administration, operations, customer service, data, digital support or improvement activity is desirable; equivalent transferable experience will be considered. Previous experience and/or interest in developing skills in AI, automation, process mapping, Lean, Agile or formal