AI Workflow & Automation Engineer

Job Title AI Workflow & Automation Engineer

Job Description So, who are we? IG Group is a FTSE 100 fintech operating across five continents, serving over 1.3m customers and handling billions of dollars in transactions – built on scale, trust, and proof. We didn't pivot to innovation; it's how we've always operated. What that means for the people who work here is real: genuinely complex problems to solve, the technology and resources to tackle them properly, and the kind of scope that's rare in established businesses.

The bar is high – bring a curious and forward-thinking mindset and we'll give you the platform to define what comes next.

Join us at IG – the future gets built here . Your team This role sits within the Customer Service Platforms team, responsible for designing and optimising digital support experiences across chat, messaging, and self-service channels. The team ensures platforms like Intercom and Genesys deliver scalable, accurate, and compliant client support globally.

Your role in the Team's Success

• In this role, you will own the design and continuous improvement of AI-driven workflows and automation that power IG’s digital servicing strategy.
• By translating complex processes and policies into structured AI guidance, you will help reduce manual handling, improve resolution times, and enhance client experience.
• You’ll work closely with platform, operations, product, and compliance teams to ensure AI interactions are accurate, safe, and aligned with business priorities.
• Your contribution will directly impact deflection rates, customer experience and operational efficiency across global servicing teams.

What You'll Do

• Design, build, and maintain AI-powered workflows, prompts, and automated responses within Intercom and related platforms.
• Translate business rules, policies, and troubleshooting steps into clear, structured AI guidance for clients and agents.
• Analyse conversation data and KPIs to improve accuracy, tone, containment, and resolution rates.
• Collaborate with product, operations, SMEs, and compliance to ensure AI content is correct, compliant, and up to date.
• Maintain strong documentation, testing, and version control for all AI and automation changes.
• Continuously iterate and optimise AI behaviour based on performance insights and feedback.

What You'll Need

• Experience in digital support automation, conversational design, or AI-enabled workflows in customer-facing environments.
• Strong ability to break down complex processes into logical, structured steps suitable for automation.
• Excellent written communication skills, with a focus on clarity, accuracy, and tone.
• Analytical mindset with experience using conversation insights or support data to drive improvements.
• Familiarity with Intercom or similar digital support platforms (chat, messaging, bots, or agent-assist tools).
• Comfortable working in a regulated or high-accuracy environment, with strong attention to risk and detail.

The Perks It really is more than a job. We think like a start-up, but we deliver like a FTSE 100 — so the bar is high, and we won't pretend otherwise. We work hybrid, which means three days in the office. We’ll recognize your talent and make sure that you can still have a life – at work, and outside of it. Networks, committees, awards, sports and social clubs, mentorships, volunteering opportunities, extra time off… the list goes on.

Join us for this exciting journey. Apply now! Number of openings 0