United Kingdom onlyReporting to the HR & Payroll Functional Lead, you’ll help develop the Capita Service Blueprint, contribute to a high‑level operating model, and work closely with both internal teams and our client’s End‑User Forum to refine and enhance service design. If you’re someone who enjoys collaborating, problem‑solving and translating service concepts into clear, practical processes, this is an exciting chance to make a meaningful impact.
You’ll also support transition planning, testing, and cutover rehearsals—playing a hands-on role as we bring our new service to life. This is a great opportunity for someone who wants to help shape the future of HR & Payroll services within a dynamic programme environment.
If this sounds like the kind of challenge you’re ready to take on, we’d love to receive your application.
Job title:
Senior HR & Payroll Functional AnalystJob Description:
What you’ll be doing
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.
What we’re looking for
Essential Skills & Experience:
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.
Desirable Skills & Experience
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.
What you’ll be doing
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
What we’re looking for
Essential Skills & Experience:
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 testing strategy, scenario development and execution
Proven ability to lead post-transition hypercare and support strategies
Strategic and commercial thinker with strong problem-solving skills
Desirable Skills & Experience:
Experience with Oracle Fusion ERP implementations
Background in user experience-based service design
Familiarity with WCAG 2.2 Accessibility standards and testing tools
Experience developing service design templates and UX methodologies
About Capita
Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences
What’s in it for you?
Salary of up to £ 57 590,00 plus benefits
Home-based position
23 days’ holiday (rising to 27) with the opportunity to buy extra leave
The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
Unlock Your Potential with Capita
At Capita, your career can take you wherever your ambition leads. You'll become part of a diverse network of talented, forward-thinking professionals working across a wide range of disciplines and sectors. We’re committed to your growth — offering exciting opportunities to expand your skills, explore new paths, and advance your career.
Join us and discover a career with purpose. #CareersWithPurpose
🤝 Customer first, always🧑💻 Fearless innovation✅ Achieve together💙 Everyone is valued
What we hope you’ll do next:
Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.
Equal Opportunities
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 application and start their career with us. We are an equal opportunity and Disability Confident employer; we want to hear from you if you’d like to discuss any adjustments you might need during your recruitment process. Please email reasonableadjustments@capita.com or call 07784 237318 and we’ll get back to you to discuss.
For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website.
If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team - CPScareers@capita.com
We’re 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
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