CI & Insight Expert

The Continuous Improvement & Insight Expert plays a critical role in delivering innovative, data‑driven solutions that uncover opportunities, enhance performance, and clearly communicate the story behind key trends. The role supports the full lifecycle of insight generation, from data acquisition and analysis through to automation, visualisation, and stakeholder delivery. Working collaboratively across operational teams, shared services, Client Partners, and client side stakeholders, the role ensures that insight and Continuous Improvement initiatives deliver meaningful, measurable value. The position also contributes to the ongoing review of operational performance and process adherence, helping to strengthen customer experience and service delivery. This role directly supports Capita's mission to provide world‑class customer service by identifying issues, unlocking opportunities, and offering evidence‑based recommendations. It underpins delivery against key contractual performance indicators—including NPS, CSS, Right First Time, Repeat Contacts, and AHT—while enabling clients to improve their own processes through actionable insight.

What's in it for you?

• Competitive Salary: £35,000 to £40,000 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, Leeds for onsite work when required.

What will you deliver?

• Deliver high‑quality 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 root‑cause analysis and performance insight.
• Lead and contribute to both short‑ and long‑term 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 subject‑matter 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 tools—including AI—to enhance the value and impact of insight delivery.

Who are we looking for?

• Strong analytical and data‑management 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 problem‑solving 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 user‑focused 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 stakeholder‑management skills, capable of developing and maintaining effective working relationships.
• Highly self‑motivated with strong planning and organisational capability; able to manage multiple priorities and deliver to tight deadlines.
• Creative problem‑solver who provides practical, data‑driven 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.

We are 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 to ensure a fair and inclusive recruitment process. We are a Disability Confident employer and provide an inclusive, barrier‑free recruitment process. If you require the job description or application form in an alternative format such as large print or audio, or if you'd like to discuss other changes or support you might need, please email reasonableadjustments@capita.com and we'll 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 https://www.gov.uk/guidance/apply-for-communication-support-at-a-job-interview-if-you-have-a-disabi.

For more information about equal opportunities and process adjustments, please visit the Capita Careers website.