AI Workflow & Automation Engineer

About this role

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....