AI and Digital Solutions Engineer

Department / Business Unit: Baines Simmons / Operations

Reports To: Operations Director

Direct Reports: None

Grade / Band: Graduate

Location: UK Hybrid (Bracknell)

Employment Type: Full-time

Budget Responsibility: None

Purpose of the Role

TrustFlight’s Operations department delivers a high volume of aviation safety training, consultancy, and compliance services to clients globally. As the business scales, the administrative and coordination burden across scheduling, travel, contracting, and client communications has grown significantly.

This role exists to identify, design, and implement digital and AI-powered solutions that automate and streamline the operational workflows underpinning consultant scheduling, travel logistics, contractor management, and client-facing communications – including course joining instructions, certificates, course materials, and Microsoft Teams setup.

The AI & Digital Solutions Engineer will act as the bridge between operational need and technology capability, transforming manual, repetitive processes into scalable, intelligent workflows that free the wider team to focus on high-value delivery. Whilst Operations is the primary focus, the role will also extend AI and automation capability into Business Development and Product, supporting pipeline workflows, proposal generation, and product feedback processes as the function matures.

Scope & Decision-Making Authority

• Design, build, and deploy automation solutions for agreed operational workflows using AI and no-code/low-code tooling, within a structured support framework during the initial onboarding period.
• Select and recommend appropriate tools and platforms for workflow automation, within agreed budget parameters and subject to IT governance sign‑off.
• Propose and pilot new digital solutions with line manager oversight, progressing toward greater autonomy as experience and confidence develop.
• Escalate to Operations Director for significant new vendor contracts, material changes to client‑facing communications, or solutions that touch personal or sensitive data.
• Cross‑functional coordination with Training Delivery, Consulting, Client Success, Business Development, and Product teams to gather requirements and implement agreed solutions.
• Scope covers Operations as the primary function, with cross‑functional remit extending to Business Development and Product from day one.

Key Relationships

Internal

• Operations Director – regular check‑in on priorities, solution sign‑off, and strategic alignment.
• Operations Coordinators, Admins & Consultants – day‑to‑day requirements gathering, testing, and adoption support for new workflows.
• IT & Engineering – technical governance, data security review, and integration support where required.
• Senior Leadership Team – periodic reporting on operational efficiency gains and automation ROI.
• Business Development Team – automation of proposal generation, CRM workflows, and pipeline reporting.
• Product Team – digital tooling support for product feedback loops, release communications, and internal reporting.

External

• Training & Consultancy Clients – automated and semi‑automated communications for joining instructions, certificates, course materials, and Teams invitations.
• Contractors & Freelance Consultants – digital onboarding, contracting, scheduling notifications, and engagement management.
• Software & Platform Vendors – procurement, configuration, and ongoing management of automation and scheduling tools.

Key Responsibilities

• Audit and map current operational workflows – including consultant scheduling, travel booking, contractor contracting, and client communications – to identify automation and AI opportunities.
• Design and build end‑to‑end digital workflows using AI tools, automation platforms, and scheduling systems to reduce manual effort across the Operations team.
• Implement intelligent scheduling solutions for consultant time allocation, ensuring visibility of availability, conflict resolution, and automated notifications to all parties.
• Automate the full client communication lifecycle for training and consultancy engagements, including generation and dispatch of joining instructions, course materials, Teams meeting invitations, and post‑course certificates.
• Build and maintain a digital contractor management workflow covering sourcing triggers, contract generation, engagement tracking, and payment milestone coordination.
• Own the technology stack for Operations automation – evaluating tools, managing licences, and ensuring solutions remain fit for purpose as the business evolves.
• Champion adoption of new digital workflows across the Operations team, providing training, documentation, and ongoing support.
• Monitor solution performance, identify failure points, and continuously improve automations to increase reliability and coverage.
• Support the Business Development team with AI‑assisted proposal workflows, CRM automation, and pipeline visibility tooling to accelerate the sales cycle.
• Collaborate with the Product team to design and implement digital solutions that streamline product feedback collection, internal reporting, and release communication processes.

Key Metrics for Success

• Within 90 days: Full audit of operational workflows completed and an automation roadmap agreed with the Operations Director.
• Within 6 months: At least 3 core workflows automated (e.g. consultant scheduling notifications, client joining instructions, contractor contract generation), with measurable reduction in manual processing time >=40%.
• Within 12 months: End‑to‑end automation coverage across scheduling, travel coordination triggers, client communications, and contractor onboarding, delivering a quantified saving of >=60 hours/week for the Operations team.
• Client communication error rate (wrong materials, missed invites, late certificates) reduced to