Recruitment & Learning Services Lead

Shape a Brand New Service for a Major Government Client

Capita is delivering one of its most ambitious transformation programmes: in sourcing and reinventing multiple back office functions for a major strategic client. This is a rare opportunity to design a greenfield service from the ground up, blending people, process, digital platforms, automation, data, and AI to create a frictionless experience for tens of thousands of users.

As the Recruitment & Learning Services Functional Lead, you will set the direction for how this service works, how it feels for users, how it integrates with a newly implemented ERP platform, and how it continues to evolve. If you excel in shaping operating models, simplifying complexity, and leading in multi partner environments - this is a career defining role.

• Own the endtoend Recruitment & Learning Services Operating Model, ensuring usercentricity, scalability, and clear alignment to client and Capita vision.
• Lead the creation of the Capita Service Blueprint and the High Level Operating Model.
• Lead a team of Functional Analysts & SMEs (≈5 FTE) to develop detailed service designs, SOPs, process maps, and workflows.
• Ensure designs maximise the use of existing Capita capabilities and ERP functionality (including Oracle Fusion).

• Champion GDSaligned, inclusive, seamless user journeys.
• Ensure accessibility, UX best practice, and service simplicity across all touchpoints.

• Provide high quality design inputs into training, testing, and transition planning.
• Support up to three cutover rehearsals and drive issue resolution during hypercare.

• Provide high quality service design inputs to training and testing teams.
• Develop transition plans and support up to three rehearsals before golive.
• Lead the resolution of Recruitment & Learning design issues during early service life (hypercare).

• 5-8 years' leadership experience in shared services, service design, or operating model development.
• Expertise across Recruitment and/or Learning environments.
• Strong ability to convert complex requirements into clear operating designs across people, process, technology, and data.
• Experience in large transformation programmes with multiple partners.
• Confident workshop facilitator; adept at navigating competing priorities.
• Knowledge of GDS methodology; experience with service transition and earlylife support.
• Strong commercial acumen and ability to influence cross functionally.
• Eligible for Security Clearance (Level
  2).
• Strong UX and accessibility knowledge (e.g., WCAG, Wave tools).
• Participation in design authorities or governance forums.

Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences. Operating across 8 countries, Capita's 41,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology.

We're a vital support service for our clients, enabling the everyday interactions that we expect to run seamlessly, to run seamlessly.

A publicly listed business with adjusted revenue of £2.6bn, Capita's areas of focus are Central Government, Local Public Service, Defence, Learning, Fire & Security, Contact Centres and Pensions Solutions. We're embracing change to respond to the ever-changing needs of society, creating better outcomes for all our stakeholders

• Greenfield ownership - be the architect of a new, future focused service.
• High visibility with senior client and Capita leadership.
• Modern digital ecosystem including AI, automation, and data driven insights.
• Longterm transformation runway in one of Capita's highest priority programmes

Choose 'Apply now' to fill out our short application, so that we can find out more about you.

At Capita, we're committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their…