We’re looking for a proactive and delivery-focused Business Analyst to play a hands-on role in Capita’s large-scale Citizen Contact Transformation Programme
Job Summary
We’re looking for a proactive and delivery-focused Business Analyst to play a hands-on role in Capita’s large-scale Citizen Contact Transformation Programme.
In this role, you’ll work closely with programme leads, operational teams and technology partners to understand complex business needs, shape future processes and ensure we deliver effective, measurable change at pace.
This is an opportunity to directly influence a major transformation shaping the future of Capita’s contact centre and back-office operations.
Matching Summary
We’re looking for a proactive and delivery-focused Business Analyst to play a hands-on role in Capita’s large-scale Citizen Contact Transformation Programme.
Skills & Requirements
Must-have
Business Analysis & Requirements Management
Process & Service Design
Stakeholder Alignment & Engagement
Delivery & Change Support
contact centre and back-office operations
AI-enabled customer experience
Nice-to-have
proactive and delivery-focused
measurable change at pace
resilience when dealing with stakeholders
Key Requirements
Proven experience as a Business Analyst
Experience within contact centre and/or back-office operational environments
Strong skills in requirements elicitation, documentation and analysis
Experience mapping processes and supporting future-state design
Ability to work effectively with operational, business and technical stakeholders
Clear communication skills
Strong stakeholder management
Ability to work at pace and handle competing priorities