AI Operations Analyst

At Bionic, we're on a mission to make it radically easier to run a small business. As the UK's leading business comparison and switching service, we help thousands of small and medium-sized businesses save time and money on essentials like energy, broadband, insurance, and finance. We combine smart technology with real human support to match our customers with the best deals - quickly and effortlessly.

With trusted partnerships including Compare the Market, USwitch for Business, Money Super Market  and , we're committed to help SMEs get the best deals for their business essentials every time.

We're looking for detail-oriented and analytical AI Operations Analysts to play a critical role in supporting the governance and quality assurance of AI-driven processes across Bionic. As part of our Business Excellence function, you'll sit at the intersection of Operations, Compliance and AI Innovation. You'll be responsible for reviewing AI-generated outcomes, validating results against available evidence and ensuring decisions are applied fairly, consistently and accurately before they are used in downstream sales and operational processes.

This is a unique opportunity to gain hands‑on experience working with AI technologies while helping shape how AI is used responsibly in a fast-growing business. If you're naturally curious, highly organised and enjoy solving problems through evidence-based decision making, we'd love to hear from you.

• Validate AI-generated outcomes across Energy and Insurance before they are used in business processes.
• Review call recordings, transcripts and AI rationale to determine whether outcomes are accurate and appropriately applied.
• Identify true fails, false fails, accepted exceptions and potential technical issues.
• Ensure validation activities are completed accurately and consistently against agreed criteria.

• Update system records and validation fields to ensure reporting remains accurate and reliable.
• Support monthly reporting cycles through completion of validation reviews and challenge processes.
• Conduct periodic sampling activities to identify potential false-pass trends and support ongoing assurance.
• Maintain clear audit trails and documentation for validation decisions and escalations.

• Track recurring validation themes, process gaps and AI tool limitations.
• Identify opportunities to improve processes, controls and reporting accuracy.
• Escalate technical issues and recurring system challenges to relevant stakeholders.
• Contribute insights that support the ongoing evolution of AI-supported workflows and governance.

• Work closely with Business Excellence, AI Innovation, Sales Leadership and Legal & Compliance teams.
• Support the fair, transparent and evidence-led use of AI outputs across the organisation.
• Build strong working relationships across technical and operational teams to drive positive outcomes.

We're looking for people who combine strong analytical thinking with exceptional attention to detail. You'll be comfortable working with data, applying defined criteria consistently and making objective decisions based on evidence.

You’ll likely have:

• Excellent attention to detail and a highly accurate approach to work.
• Strong judgement and the ability to make fair, evidence-based decisions.
• The ability to identify patterns, trends, process issues and root causes.
• Strong written communication skills and the ability to clearly document decisions.
• Confidence in escalating complex, unclear or high-risk issues when required.
• Experience working with multiple stakeholders across operational, compliance or technical teams.
• The ability to manage competing priorities while meeting important deadlines.
• A professional and confidential approach when handling sensitive information.

• Strong IT literacy with experience using business systems and learning new technologies quickly.
• Good knowledge of Microsoft Office, particularly Excel, Outlook and Teams.
• Experience working with structured data and reporting outputs.
• Ability to identify and document technical issues, data gaps and process failures.

• Experience using Salesforce or similar CRM platforms.
• Experience using Tableau or other reporting and analytics tools.
• Experience reviewing customer interactions, call recordings or transcripts.
• Exposure to AI tools, speech analytics, quality monitoring or…