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.
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.
Job title:
Business AnalystJob Description:
What you'll be doing:
Business Analysis & Requirements Management
Work with programme leadership, operational SMEs and technology teams to understand transformation objectives and business needs.
Elicit, document and manage business, functional and non-functional requirements across several workstreams.
Produce clear artefacts, including process maps, requirements, user stories and impact assessments.
Maintain full requirements traceability to ensure delivery aligns to agreed scope, outcomes and benefits.
Process & Service Design
Analyse current (“as-is”) processes across contact centre and back-office environments to identify optimisation opportunities.
Support the design of improved (“to-be”) operating models aligned to transformation goals.
Identify change impacts across people, process, technology and data.
Stakeholder Alignment & Engagement
Act as a key link between operations, technology and programme teams to ensure clarity, alignment and shared understanding.
Facilitate workshops and discussions with senior stakeholders, SMEs and cross-functional teams.
Communicate requirements, impacts and design decisions clearly and effectively.
Demonstrate resilience when dealing with stakeholders navigating change or resistant to giving information.
Delivery & Change Support
Support delivery through design, build, test and implementation phases.
Assist in business readiness, transition and adoption planning.
Link requirements to expected outcomes and support benefits tracking to ensure measurable value.
What we're looking for:
Essential Experience
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, with the ability to simplify complex information.
Strong stakeholder management, especially in high-pressure environments.
Ability to work at pace and handle competing priorities.
Why Join Us?
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.
About Capita:
Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences. Operating across 8 countries, Capita’s 41,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology.
We’re a vital support service for our clients, enabling the everyday interactions that we expect to run seamlessly, to run seamlessly.
A publicly listed business with adjusted revenue of £2.6bn, Capita’s areas of focus are Central Government, Local Public Service, Defence, Learning, Fire & Security, Contact Centres and Pensions Solutions. We’re embracing change to respond to the ever-changing needs of society, creating better outcomes for all our stakeholders
What’s in it for you?
23 days’ holiday (rising to 27) with the opportunity to buy extra leave
The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.
What we hope you’ll do next:
Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.
Equal Opportunities
At Capita, we’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer, we want to hear from you if you’d like to discuss any adjustments you might need during your recruitment process. Please email [email protected] or call 07784 237318 and we’ll get back to you to discuss. For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website.
As part of our commitment to building an inclusive and diverse workforce, we would particularly welcome applications from people who are from Black, Asian and other ethnic minority backgrounds.
Location:
Home-Based - GBR,
United KingdomTime Type:
Full timeContract Type:
PermanentTop Skills
Capita London, England Office
65 Gresham Street, , England , London, United Kingdom, EC2V 7NQ
