Operations & Automation Associate at Eighteen and… · London

About Nous

Nous is an AI-powered assistant that helps households manage their bills, saving them money and time. Our mission is to make people’s lives simpler and fairer, starting with the 30 million households here in the UK, and eventually, far beyond.

Over 85% of households overpay on their bills. That’s the scale of the problem we’re here to solve and it’s hiding in plain sight. It’s also fiendishly complex. What we’re building looks elegantly simple to the user, but under the bonnet it’s one of the most ambitious consumer AI systems in the UK. We’re not iterating on someone else’s playbook; we’re writing a new one. If you want to work on something obvious or easy, this isn’t it.

We’re backed by top-tier investors, led by a seasoned founding team and growing seriously quickly — more than 3,000% year-on-year. That makes Nous one of the UK’s fastest-scaling consumer start-ups. Since launch, we’ve helped hundreds of thousands of households get to grips with their bills - and we’re just getting going.

We’re immensely proud of what we’ve built so far. Our Net Promoter Score is consistently above +80, and our members (people likehttps://www.nous.co/blog/i-definitely-didnt-realise-i-could-save-so-much-money,https://www.nous.co/blog/its-like-having-your-own-personal-assistant-who-can-look-after-your-bills-for-you andhttps://www.nous.co/blog/i-didnt-expect-the-scale-of-the-savings---its-been-nice-to-put-a-bit-more-towards-holidays) give us rave reviews. Now we’re scaling that experience to millions more people, making Nous feel less like another finance app and more like something that quietly sorts your life out in the background. The product might look like magic but making it work is anything but.

Nous is intentionally lean, by design. We’re an AI-native company, not just an AI-native product. Everyone here is expected to use AI to its full potential, whether that’s debugging a system, streamlining a workflow or improving how we serve customers. We don’t hire layers of middle management; we hire smart, high-agency people and give them real ownership.

It’s not easy. We move fast, think deeply, and hold ourselves to high standards. We’re proudly office-first (based near Farringdon station) because we believe high-context collaboration helps us build better. The kitchen’s well-stocked, the coffee’s excellent, and so is the team.

If you’re brilliant, ambitious and want to build something amazing that changes the world by improving people’s lives, get in touch.

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.