Senior HR & Payroll Functional Analyst

* Supporting the creation of the HR & Payroll Service Blueprint and operating model, ensuring alignment with client and third‑party requirements.
* Participating in workshops and meetings to ensure service designs integrate smoothly across all parties.
* Taking ownership of elements of the detailed HR & Payroll service design, with a strong focus on user experience and end‑to‑end quality.
* Working with training and testing teams to ensure materials, procedures, and test scripts accurately reflect the agreed service design.
* Helping align service designs with Capita’s existing solution capabilities to minimise unnecessary bespoke development.
* Presenting design updates in the End‑User Forum, gathering feedback, and refining service models accordingly.
* Contributing to daily stand‑ups and raising issues or blockers to support timely resolution.
* Responding to client and third‑party queries about how their service elements align with Capita’s design.
* Supporting quality assurance of HR & Payroll service designs against internal and external standards.
* Participating in Payroll Parallel Run activities to ensure alignment with the target operating model.
* Supporting transition planning, dress rehearsals, and the live service cutover for HR & Payroll.
* Assisting with early operational support to resolve service‑related issues and build confidence in the new service.
* Experience in HR & Payroll service design and operating model development.
* Strong understanding of people, process, technology and data within enterprise-wide service design.
* Experience working in shared services and large, multi‑party implementation programmes.
* Ability to design services that accommodate phased transitions and interim operating states.
* Experience supporting service transition activities between providers.
* Ability to align service design with existing system capabilities to minimise bespoke development.
* Experience contributing to test scenarios and participating in UAT/BAT cycles.
* Exposure to early‑life support (hypercare), including assisting operatives during service go‑live.
* Proactive problem‑solver who can navigate shifting priorities and complex environments.
* Demonstrates integrity, transparency, and sound judgement under pressure.
* Able to work remotely and travel to UK locations when required.
* Experience with GDS-aligned service design across the full lifecycle.
* Experience working with global systems integrators or technical delivery partners on ERP solutions.
* Previous involvement in Oracle Fusion service design.
* Understanding of user‑centred and accessibility‑focused service design (WCAG 2.2).
* Awareness of political, regulatory, and digital inclusion considerations in public services.
* Lead the creation of Capita’s Service Blueprint and High-Level Operating Model for HR & Payroll
* Facilitate workshops with client and third-party SMEs to integrate service elements and resolve design conflicts
* Develop detailed service designs with a focus on user experience and operational quality
* Provide input to training and testing teams to ensure alignment with service procedures
* Ensure service design aligns with Capita and ERP solution capabilities to minimise bespoke development
* Present service design updates in End-User Forums and facilitate stakeholder consensus
* Participate in daily stand-ups and cross-functional meetings to address service design issues
* Lead Payroll Parallel Run exercises to validate service readiness
* Oversee service transition planning and execution, including dress rehearsals and live cutover
* Support operational rollout and resolve service-related issues during early service life
* Extensive experience in leading HR & Payroll service design and implementation in shared service environments
* Strong background in enterprise-wide service design across people, process, technology and data
* Experience in multi-party, client-facing delivery programmes
* Knowledge of Government Digital Service (GDS) methodology and service lifecycle
* Experience in service transition planning, execution and risk mitigation
* Familiarity with ERP platforms and technical solution alignment
* Experience in…