Automation & Innovation Analyst

Join Royal London at an exciting time as we accelerate the transformation of our customer operations through automation, AI and digital innovation.

Sitting within our Automation & Innovation Centre of Excellence, you'll play a key role in identifying opportunities to simplify processes, improve customer and colleague experiences, and drive operational efficiency across the business.

Working closely with operational teams, technology specialists and transformation partners, you'll act as the bridge between business needs and technology solutions. You'll analyse customer journeys, elicit and document requirements, identify improvement opportunities and help shape automation solutions using technologies such as Microsoft Power Platform, Copilot and AI-enabled tools.

This is an ideal opportunity for someone who enjoys solving complex problems, engaging with stakeholders and turning ideas into meaningful change, while helping to build a future-ready, digitally enabled operation.

About the role

• Identify and assess opportunities to simplify processes and improve customer and colleague experiences through automation, AI and digital solutions.
• Work with operational teams and stakeholders to analyse processes, gather requirements and design effective technology-led improvements.
• Build and maintain a pipeline of automation opportunities, helping to prioritise initiatives based on value, feasibility and business impact.
• Create clear process maps, user stories, requirements and business cases to support the delivery of automation and transformation projects.
• Collaborate with technology, transformation and delivery teams to take opportunities from idea through to implementation and benefit realisation.
• Promote awareness and adoption of automation, AI and digital tools, including Power Platform and Microsoft Copilot, across Group Customer Operations.
• Contribute to continuous improvement, governance and best practices within the Automation Centre of Excellence.

About you

• Experience working in a Business Analyst, Continuous Improvement, Change or Transformation role, ideally within a customer operations environment.
• Experience analysing and improving business processes, with the ability to identify opportunities to enhance efficiency and customer outcomes.
• Experience producing process maps, business requirements, user stories, business cases or similar analysis artefacts.
• Strong stakeholder management and communication skills, with the confidence to translate complex topics into clear, practical recommendations.
• An interest in automation, AI and digital technologies, with knowledge of tools such as Microsoft Power Platform, Power Automate or Microsoft Copilot being beneficial.
• Strong analytical and problem-solving skills, with the ability to evaluate opportunities, risks, dependencies and potential business value.
• A collaborative mindset and a passion for continuous improvement, innovation and driving positive change.
• Experience within customer operations, financial services or a regulated environment would be advantageous.

About Royal London

We’re the UK’s largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.

Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.

We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance.

Inclusion, diversity and belonging

We’re an inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected – whatever their background.

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