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
Business Analyst experience
Contact centre operational environments
Requirements elicitation and documentation
Process mapping and future-state design
Stakeholder management
Work at pace and handle competing priorities
Nice-to-have
Proactive and delivery-focused
AI-enabled customer experience
Resilience when dealing with stakeholders
Key Requirements
Proven experience as a Business Analyst delivering change or transformation
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