Requirements elicitation, documentation, and analysis
Process mapping and future-state design
Contact centre and back-office operations
You will be at the centre of our work to redesign, modernise and transform contact centre and back-office operations—enabling an AI‑enabled, future‑ready customer experience
Job Summary
You will be at the centre of our work to redesign, modernise and transform contact centre and back-office operations—enabling an AI‑enabled, future‑ready customer experience.
Work with programme leadership, operational SMEs and technology teams to understand transformation objectives and business needs.
This is an opportunity to directly influence a major transformation shaping the future of Capita’s contact centre and back-office operations.
Matching Summary
You will be at the centre of our work to redesign, modernise and transform contact centre and back-office operations—enabling an AI‑enabled, future‑ready customer experience.
Skills & Requirements
Must-have
requirements elicitation, documentation, and analysis
process mapping and future-state design
contact centre and back-office operations
delivering change or transformation
work with operational, business, and technical stakeholders
Nice-to-have
AI-enabled customer experience
resilience when dealing with stakeholders
work at pace and handle competing priorities
Key Requirements
Proven experience as a Business Analyst
Experience within contact centre and/or back-office operational environments