What you’ll be doing:

• using appropriate methodologies to analyse data, identify key failure drivers and carry out root-cause analysis
• providing modelling of results and opportunities; developing service improvement solutions that will produce demonstrable and sustainable results
• providing accurate and timely updates and reporting on progress tailored to the client’s requirements
• working collaboratively with S&E colleagues across sectors, functions, and different Capita teams to achieve the best outcomes
• using new and existing tools, methodology and technology to drive service improvement and in-year value, including reducing the cost of poor quality (COPQ) and process failure/waste
• managing multiple projects and pipelines of work across clients and accounts in different industries and sectors

What we’re looking for:

• someone with excellent analytical and data management skills
• experience delivering performance improvement, including in People, Process and Technology
• a good understanding of how to implement improvements using one or more of the following methodologies: Lean Six Sigma, journey mapping, customer metrics, process design
• a Green Belt in Lean Six Sigma
• sound operational knowledge and a level of understanding within telecoms, retail, utility, financial or government services
• the ability to structure and adapt business analysis, modelling and business solutions to meet the requirements of different clients and stakeholders

About Capita Experience

At Capita Customer Experience, we’re transforming customer service. Our expert teams create better outcomes for 100 million customers every year across phone, email, web and more. Partnering with clients from a vast range of industries, with 19 contact centres across the UK, India, Poland and South Africa, our scale and breadth of opportunities make us stand out. The work you do will make a difference to colleagues, clients, customers, suppliers and communities. 

What’s in it for you?

• A salary of between £28-£38k dependant on experience levels
• Homeworking
• 23 days holiday (rising to 27) with the opportunity to buy extra leave
• Company matched 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

You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of 63,000 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.

To view our Covid-19 and process adjustments information, please visit the Capita Careers site.

Equal Opportunities

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees. During the application process, you’ll be asked to share your personal characteristics and data with us. This helps us understand our audience so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive.