Stakeholder management in high-pressure environments
You will play a hands-on role in Capita’s large-scale Citizen Contact Transformation Programme to redesign and modernise contact centre and back-office operations
Job Summary
You will play a hands-on role in Capita’s large-scale Citizen Contact Transformation Programme to redesign and modernise contact centre and back-office operations.
This role offers the opportunity to influence a major AI-enabled service model that improves customer experience and operational efficiency.
Capita provides a comprehensive benefits package including holiday allowance, paid volunteering days, pension, parental leave, and access to employee network groups.
Matching Summary
You will play a hands-on role in Capita’s large-scale Citizen Contact Transformation Programme to redesign and modernise contact centre and back-office operations.
Skills & Requirements
Must-have
requirements elicitation and documentation
process mapping and future-state design
stakeholder management in high-pressure environments
experience in contact centre operations
business analysis for transformation programmes
Nice-to-have
clear communication skills
ability to work at pace
resilience dealing with change
cross-functional team collaboration
benefits tracking and business readiness support
Key Requirements
proven experience as a Business Analyst
experience delivering change or transformation
experience within contact centre or back-office environments