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.
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.
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.
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.

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.

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.

Business Analyst

Key skills