Creating, updating, and maintaining task‑based operational knowledge including articles, flows, decision trees and exception guidance.
Applying clear taxonomy, tagging, and metadata to improve search success and ensure content is AI‑ready.
Using analytics, QA insight and frontline feedback to drive continuous content improvements.
Preparing and structuring content for AI consumption, including RAG‑ready formats, compliant guardrails and source citations.
Collaborating with SMEs, Operations, Learning, QA, Transformation, and Technology teams to ensure knowledge accuracy and alignment.
Supporting new processes, technology rollouts, and transformation initiatives with timely, governed knowledge updates.

Experience in knowledge management, content design, technical writing, or process documentation.
Background in contact centre or back‑office operations, especially in training creation, quality assurance, or junior business analysis.
Strong capability in plain‑English writing and simplifying complex operational processes.
Understanding of taxonomy, metadata, tagging and search optimisation.
Ability to interpret QA, analytics and customer insight to improve content.
Excellent collaboration skills with Operations, QA, Learning and Technology teams.
Comfortable working in a fast‑paced environment with stakeholders who may be navigating change or demonstrate resistance (resilience and strong stakeholder interaction is key).

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.

Knowledge Analyst

Key skills