CI & Insight Expert

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Job Description:

Whats in it for you

• Competitive Salary: 35000 to 40000 per annum dependent on experience
• Permanent
• Working Monday to Friday 37.5 hours a week (working core hours 7.5 a day however hours will need to be flexible to meet the demands of the role)
• Hybrid working predominantly home based

What will you deliver

• Deliver highquality insight and improvement recommendations by leveraging internal and external data sources to support Capita and its clients.
• Collaborate with stakeholders to design prioritise and deliver CI initiatives that drive demonstrable and quantifiable improvements.
• Lead the development automation and enhancement of routine reporting to ensure efficiency accuracy and consistency.
• Build strong working relationships across operational teams shared services and client partners to support shared outcomes.
• Support management in achieving contractual obligations and KPIs by providing clear rootcause analysis and performance insight.
• Lead and contribute to both short and longterm CI projects applying recognised methodologies to ensure sustainable delivery.
• Respond effectively to stakeholder and client needs ensuring timely professional communication and support.
• Facilitate operational and client meetings presenting insight performance updates and recommendations with clarity and confidence.
• Develop subjectmatter expertise in relevant disciplines or industries to support benchmarking and the sharing of best practice.
• Maintain awareness of industry developments and emerging analytical technologies adopting new toolsincluding AIto enhance the value and impact of insight delivery.

Who are we looking for

• Strong analytical and datamanagement skills able to interpret complex datasets and convert them into clear actionable insights supported by compelling visual storytelling.
• Solid understanding of Continuous Improvement methodologies and tools with experience applying structured approaches to problemsolving and process optimisation.
• Curious and agile mindset with the ability to investigate root causes and identify opportunities for improvement.
• Advanced Excel capability including complex formulae automation techniques pivot tables and data manipulation.
• Advanced Power BI skills including proficiency in DAX data modelling data transformations and building userfocused dashboards.
• Knowledge of AI tools and modern data technologies including the use of Copilot Snowflake and emerging analytical platforms.
• Experience within complaints handling or Contact Centre environments is desirable.
• Excellent verbal and written communication skills with strong attention to detail.
• Confident presentation skills using PowerPoint and Power BI to communicate insights and performance outcomes to internal teams and clients.
• Strong influencing and stakeholdermanagement skills capable of developing and maintaining effective working relationships.
• Highly selfmotivated with strong planning and organisational capability; able to manage multiple priorities and deliver to tight deadlines.
• Creative problemsolver who provides practical datadriven solutions to business challenges.
• Professional positive and proactive approach to internal and external collaboration.
• A genuine interest in progressing within Continuous Improvement and Customer Experience.

What will happen next:

• Choose apply to submit a short application ensuring you add your contact number email address and CV so we can reach you easily.
• The team will then reach out to discuss the role in more detail.

Equal Opportunities

Were an equal opportunity employer which means well 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 were committed to creating an inclusive environment for all employees. During the application process youll 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.

What we hope youll do next:

Choose apply now to fill out our short application and attach your CV
If your experience and skills are a match we will contact you to discuss the role further
Were truly committed to building a diverse and representative workforce and as part of our strategic plans we are aiming to accelerate gender and ethnic representation in leadership. As such we would particularly welcome applications from people who are female and/or are from Black Asian and other ethnic minority backgrounds.

Were an equal opportunity and Disability Confident employer which means we recruit and develop people based on their merit and passion. Were committed to providing an inclusive barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio) or if youd like to discuss other changes or support you might need going forward please email and well get back to you.

Access to Work can help candidates with a physical or mental health condition or disability to get support in the hiring process including communication support at interviews such as a British Sign Language interpreter. If you require this support you can apply for this support at more information about equal opportunities and process adjustments please visit the Capita Careers website.

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