AI to create new roles as Nimbl predicts job growth not loss

New analysis from Nimbl Consulting has suggested that artificial intelligence (AI) is set to reshape the jobs landscape, but predicts that the new era will see job growth rather than redundancy.

According to Nimbl Director Wyn Ackroyd, the advent of AI and its integration into core business activities will create opportunities for emerging roles and personalised products on a scale not previously possible.

Jobs 'not fewer, but different'

In a recent thought piece titled "Customer Service at the Speed of AI", Ackroyd highlights a future where AI enables businesses to deliver highly personalised, real-time services, shifting the emphasis from job losses to new types of employment.

"We're not heading toward a future with fewer jobs. We're heading toward a future with different jobs, roles that don't exist yet, but will be essential to delivering the next generation of customer experiences," Ackroyd said.

The report draws on industry examples such as the insurance and banking sectors.

"Imagine a customer requests a complex mortgage involving KiwiSaver contributions, parental equity, and other non-traditional inputs. In the AI-powered future, financial institutions will be able to instantly generate a bespoke product, tailored to that individual's needs, in real time. Not just for them, but for others with similar profiles, before they even ask," Ackroyd said.

This approach signals what Nimbl terms "Service at the Speed of AI", in which unique customer products could be created every hour, each tailored to specific individuals or niche groups. Ackroyd emphasises that rather than eliminating jobs, this will create a vacuum that will be filled by new services and corresponding employment opportunities.

Emergence of new roles

The analysis suggests that AI-native businesses will increasingly operate with remarkable speed, creating thousands of personalised products as AI tools become more sophisticated. Ackroyd foresees the emergence of new roles such as AI Interaction Designers, Personalisation Strategists, and Synthetic Data Curators. These positions, presently rare or non-existent, are expected to become vital as organisations seek to leverage data for tailored customer solutions.

To realise these opportunities, Nimbl encourages investment in data quality, workforce retraining, and strategic redesign. Ackroyd notes that companies must now rethink their approach to workforce planning, prioritising skills that complement AI, like creativity and empathy.

Strategic shift for businesses

Businesses are also cautioned against viewing AI solely as a means to cut costs. Ackroyd advises that the greater potential lies in deploying AI as a tool to expand capacity and improve customer experience. "The real question isn't how many jobs AI will replace. It's how we'll use the capacity it creates to serve customers in ways we've never been able to before," Ackroyd said.

"With some Nimbl footwork," Ackroyd concludes. "the future is full of opportunity."

New Zealand-based consultancy, Nimbl, is helping organisations navigate change through a combination of agility, strategic insight, and purpose-driven transformation. Specialising in areas such as AI integration and customer experience design, the business transformation firm supports clients in adapting to an increasingly dynamic and competitive landscape.