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.
This is an opportunity to directly influence a major transformation shaping the future of Capita’s contact centre and back-office operations.
You’ll help bring to life a new, AI-enabled service model that improves customer experience and operational efficiency—while gaining exposure to complex, high-profile change initiatives.
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 delivering change
Contact centre operational environments
Requirements elicitation and documentation
Process mapping and future-state design
Work with operational and technical stakeholders
Communicate complex information clearly
Nice-to-have
Proactive and delivery-focused
AI-enabled service model
Resilience in stakeholder management
Work at pace and handle priorities
Key Requirements
Proven experience as a Business Analyst
Experience in contact centre/back-office operations