Shape customer and employee experiences through AI Work on enterprise‑scale AI initiatives with real impact Career growth within an established Innovation team Bring a human‑centred lens to AI adoption and help shape how customers and employees experience emerging technology, while building your career in a growing innovation function. About the Role As an AI Adoption Specialist, you will support the successful adoption of AI by designing and validating customer and employee experiences across claims and customer service initiatives. Working closely with delivery squads, you will turn research insights into practical patterns that teams can apply as AI capabilities scale across the business. What You’ll Do Design, test and validate AI‑enabled solutions with customers and internal teams, adapting research methods to suit emerging and ambiguous use cases Create conversational and other designs, workflows, wireframes and UI concepts that support clear, usable AI experiences Partner with delivery squads to plan and run testing across design, UAT and post‑launch phases, aligning activity with sprint cycles Translate insights into practical tools such as checklists, templates and design patterns that teams can use immediately Support squads to build capability in user‑centred validation approaches for AI, sharing guidance and applied learning Analyse insights from research, analytics and interaction data to identify patterns, opportunities and experience improvements What You’ll Bring Experience selecting and applying research and testing methodologies in complex or emerging problem spaces CX / UX is highly desired, in addition to service design skills Background in experience design, service design or behavioural research, with the ability to design and test digital solutions Strong ability to synthesise qualitative and quantitative data and convert findings into clear, actionable outputs Experience working in agile delivery environments alongside cross‑functional teams Confidence communicating insights and recommendations to both technical and non‑technical audiences Comfort working in forming teams and evolving domains, with a curious and adaptable approach