Data and MI Manager

We're seeking a hands-on, insight-driven Data and MI Manager to lead the delivery and operationalisation of Snowflake as the core data and management information platform across Capita's Citizen Contact operations.

You'll ensure data is accessible, reliable and actionable, providing consistent management information, analytics and insight to support operational delivery, transformation programmes and strategic decision-making.

Working closely with operational, transformation, engineering and analytics teams, you'll bridge data engineering, analytics and MI delivery to ensure Snowflake is fully embedded as the single source of truth across the operation.

You'll play a critical role in enabling data-led decision-making by designing, delivering and embedding Snowflake-based data products that support operational performance, transformation outcomes and executive reporting., * Lead the delivery and ongoing optimisation of Snowflake as the core data and MI platform.

• Work with data engineers and platform teams to design, build and maintain Snowflake data models and pipelines.
• Ensure Snowflake supports operational, client and programme MI needs across all services.
• Define standards for data structures, usage and performance across Snowflake environments.

Management Information & Analytics Delivery

• Design and deliver scalable MI and analytics solutions that support operational performance and transformation outcomes.
• Translate operational and business requirements into Snowflake-based data products and dashboards.
• Develop reusable, scalable data products aligned to common operational metrics and KPIs.
• Enable data-led decision-making across frontline, operational leadership and executive audiences.

Data Analysis & Insight

• Apply analytical and statistical techniques to identify trends, risks and improvement opportunities.
• Support root-cause analysis and performance insight across contact centre and back office operations.
• Communicate insights clearly through visualisations and narratives tailored to different audiences.

Collaboration & Delivery Enablement

• Work closely with Operations, Transformation, PMO and Technology teams to align data delivery to programme priorities.
• Support agile and MVP-based delivery approaches for data and MI products.
• Partner with stakeholders to define requirements, priorities and success measures.

Governance, Quality & Ethics

• Ensure data quality, integrity and consistency across Snowflake-delivered MI.
• Apply appropriate data governance, security and ethical standards.
• Stay aligned to evolving data ethics, legislation and compliance requirements.

Capability & Continuous Improvement

• Support capability building across the Data and MI function and wider organisation.
• Promote best practice in data usage, analytics and insight.
• Continuously improve data products based on feedback and evolving operational needs.

• Strong, hands-on experience delivering and using Snowflake in operational environments.
• Proven experience delivering management information and analytics at scale.
• Strong SQL skills and experience working with cloud-based data platforms.
• Experience translating operational requirements into effective data and MI solutions.
• Ability to work across data engineering, analytics and operational stakeholders.
• Strong communication skills, able to present insight clearly to non-technical audiences.

Desirable

• Experience working in contact centre or large-scale operational environments.
• Experience working with data visualisation tools and MI platforms.
• Exposure to data science techniques, automation or advanced analytics.
• Experience working in transformation programmes or complex delivery environments.

• Snowflake is successfully embedded as the core data and MI platform across Citizen Contact operations.
• Operational teams have access to consistent, trusted and actionable MI.
• Data-led decision-making is improved across frontline, leadership and executive levels.
• MI effectively supports performance management, transformation delivery and benefits realisation.
• Data quality, governance and confidence in insight are demonstrably improved.

Why Join Us?

This is an opportunity to directly influence a major transformation shaping the future of Capita's contact centre and back office operations. You'll help bring to life a new, AI-enabled, data-driven service model that improves customer experience and operational efficiency-while gaining exposure to complex, high-profile change initiatives.

About Capita:

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

What's in it for you?

• 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
• You'll get the chance to follow your chosen career path anywhere in Capita. You'll be joining a network of experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we'll provide the support you need to do just that. Our purpose is to create a better outcome for you.