Employees in this occupation support improvement wherever digital workflows exist and are typically embedded in operational teams, working in digital support roles, or in change delivery functions. They may also be employed by consultancies or service providers helping organisations optimise internal and customer-facing processes.

They will enhance productivity, streamline processes, and support continuous improvement through the safe and responsible use of automation, integration, and AI tools. They understand, select, and implement digital solutions to address inefficiencies in existing systems. Their work is focused on solving real-world challenges that slow down business operations such as manual tasks, duplicated data entry, unintegrated tools, and inefficient workflows. They play a key role in unlocking time and cost savings supporting organisations to realise the potential for AI, automation and digital solutions to improve efficiency, accuracy or productivity.

In their daily work, an employee in this occupation interacts with internal stakeholders across a variety of teams such as operations, service delivery, customer support, or finance, depending on the organisation. They may also engage with external suppliers or digital tool providers to implement new systems or assist with integrations. They report to team leaders, service managers or project owners and work closely with colleagues to analyse and support existing ways of working. They use communication, collaboration, and feedback skills to align their automation work with wider organisational goals.