Senior Learning Services Functional Analyst

Play a key role in shaping how outsourced Learning Services - including learning administration and content‑creation operations - are designed, delivered, and transitioned as part of a major transformation programme within Capita Public Service.

Reporting into the Learning Services Functional Lead, you'll support the detailed design of an outsourced service model that ensures learning operations, processes, and materials are robust, scalable, and ready for phased transition into live service.

This is an ideal role for someone who has experience in analysing requirements, improving processes, collaborating with SMEs, and turning complex operational needs into structured learning solutions within a shared‑service environment.

You’ll play a pivotal part in designing an outsourced learning service that will support a major public‑sector transformation. Working closely with the Functional Lead, you’ll gain valuable experience across service design, transition planning, and large‑scale operational change - ideal for developing into more senior functional roles.

As part of the wider Recruitment & Learning Services design team, you will help ensure that high‑quality learning services are defined, documented, and ready for operational rollout across phased transitions.

• Contribute to the design and documentation of processes that underpin outsourced learning administration and content‑creation.
• Help shape the end‑to‑end service design, ensuring alignment with Capita's solution capabilities and reducing the need for bespoke development.
• Support the development of Learning Services Standard Operating Procedures (SOPs), workflows, task lists, and service artefacts.

• Support readiness activities for cutover of the outsourced learning service, ensuring all learning administration and content‑creation processes are clear and ready for operational adoption.
• Assist in cutover rehearsals, testing scenarios, and early‑life support materials for learning teams and stakeholders.
• Identify risks, issues, and improvements relating to outsourced service design and transition.

• Work closely with SMEs, operational teams, content creators, and the Functional Lead to iterate and refine service designs.
• Translate operational needs into structured learning process requirements, user journeys, and support materials.

• Use feedback and data to identify gaps or opportunities within the learning administration and content‑creation service model.
• Recommend enhancements to strengthen service performance, consistency, and user experience.

• Experience in Learning Services, especially learning administration, content creation, or learning operations.
• Strong analytical and process‑design skills.
• Ability to translate business and operational needs into structured learning requirements.
• Understanding of outsourced or shared‑service delivery environments.
• Effective stakeholder‑engagement and communication skills.
• Experience supporting multi‑phase service transitions.
• Understanding of service readiness, testing cycles, or cutover planning.
• Exposure to LMS, digital learning tools, or content‑development workflows.

Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences.

• 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…