RSA OPS AI Business Specialist F/M

This role exists to turn AI and data into practical improvements across RSA’s Excellence & Performance functions: Training, Quality (incl. Complaints), and Fraud.

It’s a good fit if you:

• Have an engineering or data background but like working close to the business and operations
• Enjoy mapping processes, spotting where AI can remove manual work or reduce errors, and then building something tangible
• Want early responsibility, global exposure, and to see clear impact in performance metrics rather than just building prototypes

You’ll sit at the intersection of operations, data and technology, helping complaint handlers, trainers, quality leads and fraud specialists use AI tools in their day-to-day work.

What you do

• Map end‑to‑end complaint handling workflows and design points where AI can reduce manual effort, speed up resolution or improve consistency
• Build and maintain agent‑assist tools that pull case history, contracts, terms & conditions and relevant precedents into a clear view for complaint handlers
• Design structured case summary outputs (transcripts, contract data, customer history) that give agents a concise situation brief and resolution recommendation before they decide
• Co‑create and continuously refine training and quality standards using AI tools (e.g. Claude), video and digital platforms, including fast localization and controlled deviations
• Build automated dashboards and simple data views that track training completion, quality KPIs, fraud/leakage signals and performance trends, and use them to drive action with stakeholders
• Lead or support focused E&P workstreams (e.g. fraud or cost control), acting as the tech/AI enabler to improve monitoring, deviation detection and overall process performance
• Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics and cloud-based tools, using insight responsibly and in line with our standards for data governance, security and ethical use

What you bring

• 1–5 years’ experience in data, operations, business analytics or training/quality (internships and academic projects count) – you’ve already worked with real processes and stakeholders, not just theory
• Bachelor’s or Master’s in Engineering, Data Analytics, Business Engineering or a similar “tech + business” profile – you can understand both systems and operational realities
• Hands‑on experience with AI tools (e.g. Claude / Claude Code), plus good working knowledge of digital and data visualization platforms – you’re comfortable building and iterating small solutions, not just talking about AI
• Strong analytical mindset and business curiosity – you can translate fuzzy operational problems into clear hypotheses, simple metrics and structured experiments
• Clear, pragmatic communication in English – you can explain AI outputs, dashboards and process changes to non‑technical colleagues and collaborate across cultures and regions
• Comfort working in a global, agile environment – you can manage multiple topics, adapt quickly and stay focused on measurable impact rather than perfection

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.