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Head of Innovation

3 months ago

London, Greater London, United Kingdom Capita Full time
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At Capita we develop and provide solutions that deliver better outcomes to our clients' businesses and their customers.

We are seeking an experienced Head of Innovation to lead the research, development and proving of new technologies and capabilities that can drive value back into our organisation in the form of increasing revenue, reducing costs, and enhancing the range, quality, and value of services we offer to our clients. Our core focus is on customer contact solutions, automation, and AI. Job Description

To be successful in this role, you will be required to leverage a broad range of skills and experience and be proficient in navigating larger complex organizations and associated stakeholders. Responsibilities include gathering business requirements, use cases and pain points, assessing market direction, capability research, selecting suppliers through to establishing pilots and building benefit realisation models to build a conclusive outcome the business can make informed decisions on. It then requires establishing operational and technical service wraps so new capabilities can be priced, resourced, and delivered to a high degree of predictability before being handed off into the wider business allowing you to continually focus on the future requirements for Capita.

Responsibilities

  • Lead the identification, evaluation, and proving of innovative technologies in response to the business's strategic goals and tactical improvements across Capita's market sectors.
  • Define the innovation strategy and stimulate innovative thinking and communication around the organisation.
  • Support the business in understanding problems and opportunities for both Capita and our clients, prioritising these demands, and pulling together teams to ideate and solve through use of existing technologies in new ways or through new technologies.
  • Monitoring and comparing competitor and supplier capabilities to inform on product selection and prioritisation of innovation for Capita.
  • Select suppliers, establish pilots, and build benefit realization models to build a conclusive outcome the business can make informed decisions on
  • Support in identifying appropriate areas of the business to pilot new capabilities and technologies, define clear objectives, validate opportunity to drive value and ensure that a clear benefits measurement approach is in place to support validation of product effectiveness and the creation of case studies.
  • Collaborate with technical and non-technical business functions to help support understanding of new capabilities and technologies.
  • Aid the business in supporting the sale and positioning of our applications providing proposition material, demos, mock ups, quotations, and explanation to support bid and sales activity.
  • Ensure approved technologies are scalable, repeatable, and predictable for the business to implement, support and predict value from.
  • Line- and resource-management of the innovation developer team and set their objectives to support in the achievement of these Innovation activities as well as the ongoing maintenance of the existing suite of products

Skills & Qualifications

  • Experience with contact centres and customer contact solutions.
  • Active curiosity, excitement, and interest in leading-edge technology innovation and market trends.
  • Familiarity and understanding of emerging AI capabilities, strengths, weaknesses, and applications for different types of AI.
  • Product management experience, from ideation all the way through to operationalisation and go-to-market.
  • Experience delivering and proving new technologies into the digital domain as well as front and back-office service operations.
  • Experience working within digital transformation programs and back-office operations in Financial, Retail, Utility & Telco industries in the UK and/or EU.
  • Analytical mindset, with the ability to identify both metrics to track and methods to gather clear business impact results around any perceived benefits or disbenefits.
  • Experience managing projects and people across multiple business functions.
  • Experience in managing stakeholders up to C-level within previous organisations.

About Capita Technology and Software Solutions

Capita Technology and Software Solutions (TSS) is a 5000 people strong global shared service, responsible for delivering innovation and digital transformation for Capita's colleagues, businesses, and clients.

We design, build, and run the right technical competencies and partnerships to enable Capita to deliver seamless public and customer services – from working collaboratively with Capita's businesses to shape the right technology and software solutions to take to market, to ensuring colleagues have access to resilient, predictable IT services and support, which enables them to work effectively and securely.

What's in it for you:

  • A competitive basic salary
  • 23 days' holiday (rising to 27) with the opportunity to buy extra leave
  • Homebased, company matched pension, life assurance, fully paid maternity, adoption and shared parental leave, paternity pay of two plenty more
  • voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel, and technology
  • the opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
  • 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

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.

We're an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We're committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need 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 going forward, please email Iqbal at or call and we'll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.

Capita is a consulting, transformation and digital services business. We deliver innovative solutions and simplify the connections between businesses and customers, governments and citizens. We're driven by our purpose: to create better outcomes – for our employees, clients and customers, suppliers and partners, investors, and society. We're committed to being a responsible business – in how we operate, serve society, respect our people and the environment, and deliver attractive returns to our investors.

Every day we help millions of people, by delivering innovative solutions to transform and simplify the connections between businesses and customers, governments and citizens. We partner with clients and provide them with the insight and cutting-edge technologies that give time back, allowing them to focus on what they do best and making people's lives easier and simpler. We operate in the UK, Europe, India and South Africa and currently have 55,000 talented people working in our three divisions: Capita Experience, Capita Public Service and Capita Portfolio.

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