Senior Learning Services Functional Analyst

Capita plc; City of Westminster; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading service provider is seeking a Senior Learning Services Functional Analyst to support the design and implementation of learning services. This role involves contributing to service design, working on a strategic client programme, and ensuring high-quality service alignment. Ideal candidates will have experience in service design and a strong background in problem-solving.

Qualifications

• Experience in Service Design and Operating Model development for Learning Services.
• Background in shared service environments and multi-party implementation programmes.
• Proactive problem-solving and issue resolution skills.

Responsibilities

• Contribute to the creation of Capita's Service Blueprint.
• Assist in developing detailed service designs with a focus on user experience.
• Support quality assurance of service design.

Skills

Service Design

Problem-solving

User Experience

Multi-party implementation

Job description

Join Capita Public Service as a Senior Learning Services Functional Analyst

Capita is seeking an experienced Senior Learning Services Functional Analyst to support the design and implementation of learning services for a strategic client programme. This is a unique opportunity to contribute to a multi-phase transformation initiative focused on delivering high-quality, user-centric service design.

Reporting to the Capita Recruitment & Learning Services Functional Lead, you will assist in the development of Capita's Learning Services service design, ensuring alignment with client requirements and Capita's solution capabilities. You'll work closely with functional teams, contribute to the Capita Service Blueprint and Operating Model, and support the creation of Standard Operating Procedures and test scripts. Your work will help ensure a seamless user experience across Capita and its strategic client.

What you'll be doing

• Contribute to the creation of Capita's Service Blueprint and High-Level Operating Model for Learning Services
• Assist in developing detailed service designs with a focus on user experience
• Participate in workshops with client and third-party SMEs to support service integration
• Provide input to training and testing teams to ensure alignment with service procedures
• Support alignment of service design with Capita and ERP solution capabilities
• Present updates in the End-User Forum and gather feedback for iterative design
• Attend daily stand-ups and cross-functional meetings to support progress and issue resolution
• Respond to client and third-party queries regarding service design alignment
• Support quality assurance of service design and compliance with standards
• Contribute to service transition planning and dress rehearsals
• Assist in resolving service-related issues during early operational rollout

What we're looking for

Essential Skills & Experience

• Experience in Service Design and Operating Model development for Learning Services
• Background in shared service environments and multi-party implementation programmes
• Understanding of phased service transitions and interim operating states
• Proactive problem-solving and issue resolution skills
• Experience supporting service transition and testing activities
• Ability to align service design with out-of-the-box technical capabilities

Desirable Skills & Experience

• Experience with Government Digital Service (GDS) methodology
• Experience with Oracle Fusion ERP implementations
• Familiarity with WCAG 2.2 Accessibility standards and testing tools
• Background in user experience-based service design
• Awareness of political and regulatory complexity in public service delivery
• Understanding of digital accessibility, inclusion and ethics

Equal Opportunities

At Capita, we are committed to providing an inclusive, barrier-free recruitment process and working environment for all candidates. We are an equal opportunity and Disability Confident employer. If you require a reasonable adjustment during the recruitment process, please email [e-mail] or call 07784 237318 and we will discuss how we can support you.