Operations & Automation Associate

ABOUT NOUS Nous is an AI agent that takes some of the load of life; making good decisions and acting for our users in areas where they’re not the experts or aren’t paying enough attention. We've started with optimising bills, where we're already saving households thousands, and are now expanding into new categories. Similar to how Amazon picked books as its first category and grew from there. We’re growing fast, and it's working. 20x YoY growth makes us one of the fastest scaling startups in the UK. And NPS of +70 (higher than Apple) shows that our users love it. We've just launched two more novel new products (on top of our existing bill optimisation). Insurance: we're the first to get the regulatory approval and build the tech to actually do the full insurance discovery and purchase journey as an agent for the user (not just give them a link to the best deal). Subscription management: lots of companies use Open Banking to draw pretty graphs – we're the first to use it to actively save people money starting by cancelling unwanted subscriptions for them. It would be easy to look at this and think we've got it all figured out. But we've only scratched the surface; our ambitions are SO much higher. We’re building a new category of product which is hard, so we’ve stacked the deck in our favour: an experienced founding team with multiple exits, and investors including the founders of Monzo, Wise, Booking.com http://Booking.com, lastminute.com http://lastminute.com, Onfido, Funding Circle, Tide, Habito and more. Still - the problems we’re solving are hard. ‘Talk is cheap’ applies to agents too. To have REAL impact, agents need to break out of the sandbox and take action in the real world where there are consequences. This means solving all the hard, thorny, interesting, frustrating problems the real world has to offer. THE ROLE What Nous does for members can feel simple: helping them understand their bills, save money, and avoid admin. But delivering that reliably at scale is complex. This role is about improving the systems behind the scenes, the workflows, tools, automations and processes that help us serve members well as we grow. That’s where you come in. You’ll join the Operations team at the heart of the business — close enough to our members to understand what is really happening, and technical enough in mindset to help redesign how the operation works as we scale. This is not a traditional customer operations role. You will spend some of your time close to the frontline, supporting members, understanding tickets and conversations, and seeing where our systems work brilliantly or fall short. That context matters. We believe the best operational systems are built by people who understand the customer experience in detail, not from a distance. But the core of the role is helping us build the next version of operations at Nous. You’ll identify repeated work, spot failure modes, turn messy processes into clear procedures, and own automations end to end. You’ll help us move work out of inboxes and manual processes, and into better systems, workflows, tooling and AI-assisted operations. Some days you’ll be digging into a broken process to understand the root cause. Some days you’ll be designing a better workflow, writing a clear operating procedure, or using AI and internal tools to automate work that used to be manual. Other days you’ll be working with product, engineering, data and experienced operators to improve the journeys our members go through and the systems that support them. You do not need to arrive as a software engineer. But you do need to be unusually quick to pick up technical tools, excited by AI, and willing to get under the bonnet of how things work. You’ll be expected to learn fast, experiment intelligently, and become someone the team trusts to take a messy operational problem and turn it into something robust, repeatable and scalable. It’s a rare chance to sit at the intersection of operations, product, systems, AI and customer experience inside a very high-growth company. You’ll see how the business really works, build things that materially change how the team operates, and help create the operating model that lets Nous scale from hundreds of thousands of households to millions. ABOUT YOU You’re smart, curious, ambitious and unusually high-agency. You want to understand how great companies really work from the inside out, and you’re excited by the idea of helping build one while it is still moving incredibly fast. You are probably not a software engineer, and you do not need to be. But you are technically curious. You are the kind of person who starts using new tools before they are formally handed to you, who experiments with AI to make yourself more effective, and who enjoys figuring out how systems, workflows and processes actually work. What makes you exceptional is that you combine operational judgement with a builder’s mindset. You are happy to get close to the detail, including customer conversations and frontline work, because you know that is where the truth usually lives. But you do not want to spend your career just doing the same manual work faster. You want to understand the pattern, fix the process, and build the system that means the work gets done better next time. You’ll thrive here if you: - Have 2–5 years’ experience in operations, consulting, product operations, customer operations, startups, process improvement, or another fast-moving environment - Have made extensive use of AI tools in your work, or are clearly on the path to doing so - Are excited by the idea of owning automations and operational workflows end to end - Learn new tools quickly and are not intimidated by technical systems, internal tooling or messy operational data - Have a forensic eye for detail and enjoy tracing problems back to their root cause - Can turn ambiguous, messy work into clear processes, documentation and repeatable systems - Are naturally empathetic and understand why staying close to customers matters - Communicate crisply, whether you’re writing a process, explaining a problem in Slack, or helping a colleague understand a new workflow - Work effectively in high-ambiguity, high-growth environments where priorities can shift fast - Take ownership without needing lots of structure, and are motivated by making the team around you more effective - Want to help build the company you want to work in, not just do the job in front of you This role is ideal for someone with a few years of experience who has already shown they can take ownership, learn fast and improve the systems around them.Lots of companies will tell you you’ll be “close to the action”. Few can offer the chance to help design the operating system of a company scaling this quickly.