Job Title: IT Business Relationship Specialist (BCAL)
Salary: Competitive!
Location: Hybrid working, 3 days a week in BCAL Office + 2 days working from home
Working Hours: Monday - Friday, 40 hours
Job Status: Permanent
Main Purpose of The Role:
The IT Business Relationship Specialist (BCAL) supports the development and maintenance of strong relationships between customers, business stakeholders, Product Managers, and service delivery teams. The role helps ensure customer and business needs are understood and translated into successful outcomes through stakeholder engagement, customer onboarding, service enhancement, product collaboration, and continuous improvement activities.
Key Responsibilities:
Stakeholder Management
- Build and maintain positive working relationships with customers, business stakeholders, and internal teams.
- Support regular engagement activities, governance forums, account reviews, and service review meetings.
- Act as a point of contact for assigned customers and business areas, escalating issues where appropriate.
- Gather stakeholder and customer feedback and identify opportunities to improve the customer experience.
- Develop trusted relationships with key stakeholders to understand priorities, challenges, and opportunities.
Customer Onboarding & Adoption
- Support the onboarding of new customers, ensuring a smooth transition into service.
- Coordinate onboarding activities, including planning, stakeholder engagement, training, and communications.
- Assist customers in understanding platform capabilities, processes, and best practices.
- Monitor onboarding progress and address barriers to successful adoption.
- Support business readiness, user training, and adoption activities to maximise customer value.
- Work closely with customers following implementation to ensure successful adoption and ongoing engagement.
Customer Success s Relationship Management
- Provide ongoing support to existing customers, ensuring they gain maximum value from products and services.
- Conduct regular customer check-ins and account reviews to understand customer objectives and satisfaction levels.
- Identify opportunities to enhance customer outcomes through new features, services, or process improvements.
- Support resolution of customer issues by coordinating with operational and technical teams.
- Monitor customer feedback and usage trends to proactively identify risks and opportunities.
Business Engagement s Demand Management
- Assist in capturing, documenting, and prioritising customer and business requirements.
- Support the development of business cases and opportunity assessments.
- Work with delivery and operational teams to ensure customer objectives are clearly understood and aligned to business priorities.
- Help manage the pipeline of customer requests, enhancements, and service improvements.
- Ensure customer requirements are communicated effectively across internal teams.
Product Management Collaboration
- Build strong working relationships with Product Managers and product development teams.
- Represent the voice of the customer by communicating customer feedback, requirements, and pain points.
- Support the prioritisation and assessment of product enhancement requests.
- Work with Product Managers to understand product roadmaps and communicate relevant updates to customers and stakeholders.
- Assist in gathering customer insight to support product strategy and continuous product improvement.
- Facilitate discussions between customers and Product Managers where appropriate.
Service & Performance Management
- Support service review meetings and follow up on agreed actions.
- Assist with incident, problem, and service improvement activities.
- Help identify trends, risks, and opportunities to improve service quality and user experience.
Continuous Improvement
- Proactively identify opportunities to streamline processes, improve services, and increase efficiency.
- Support business process reviews and improvement initiatives.
- Gather and analyse stakeholder feedback, customer insights, service data, and operational metrics to identify areas for enhancement.
- Assist in the development and implementation of continuous improvement plans.
- Promote best practices and lessons learned across customers, services, products, and business functions.
- Contribute to a culture of innovation, continuous learning, and operational excellence.
Communication & Reporting
- Communicate onboarding updates, service performance, product developments, and key messages to customers and stakeholders.
- Prepare meeting agendas, minutes, action logs, and decision records.
- Produce regular reporting on customer engagement, onboarding progress, satisfaction metrics, and service improvements.
Skills & Experience
Essential
- Strong communication, customer engagement, and stakeholder management skills.
- Ability to build trusted relationships with customers and internal stakeholders.
- Good organisational, planning, and prioritisation abilities.
- Analytical and problem-solving mindset.
- Ability to manage multiple workstreams and competing priorities.
- Confidence working with data to identify trends and improvement opportunities.
- Proficiency in Microsoft 365 applications (Teams, Word, Excel, PowerPoint).
- Customer-focused approach with a passion for delivering positive customer outcomes.
Desirable
- Experience in customer success, relationship management, account management, business analysis, service management, or business support roles.
- Experience supporting customer onboarding, customer adoption, or service improvement initiatives.
- Experience working alongside Product Managers or product development teams.
- Experience supporting continuous improvement, process optimisation, or business change initiatives.
We’ve put everything in place to ensure you thrive. Competitive salaries, strong core values and an excellent benefits package that includes:
- Onsite parking
- Company Pension Scheme
- Cycle to work scheme
- An Employee Assistance Programme
- Enhanced maternity, paternity, and adoption leave
- Access to trained Mental Health First Aiders
- Access to BCA Rewards which provides online and store discounts with a range of retailers
And so much more…
As the automotive industry changes, we’re changing with it - putting our people in the front seat for the journey. We’re the number one in what we do for a reason and that’s because of the people we have on our teams. If you want to be a part of a business like this; unrivalled, exciting and appreciative of the work you do, join BCA.
We are proud to be Level 1 Disability Confident and committed to ensuring our recruitment process is inclusive and accessible.
Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief, or disability.