BCM Specialist
Location: Newbury + Hybrid working*
Working Hours: Full time 37.5 hours per week – Mon – Fri
Grade: 9
Hiring Manager: Steve Fiddy
This role requires a Digital Operations Specialist to ensure high stability, reliability and performance across both sales and care journeys. The Specialist supports incident management, release readiness, functional KPI tracking, non‑functional requirements (NFRs), dashboard maintenance and day‑to‑day operational performance management. The goal is to quickly identify, surface, understand and resolve issues, ensuring a seamless and high‑quality digital experience for customers and internal teams.
What You’ll Do
* Monitor operational performance across digital sales and care journeys, identifying issues, anomalies and trends affecting customer experience or functionality.
* Support incident management processes, including first‑line triage, severity assessment, tracking of root causes and liaison with Product, Engineering and Operations teams.
* Maintain dashboards and operational reporting, ensuring accurate and up‑to‑date visibility of functional KPIs, NFRs, incidents and release impacts.
* Perform daily and weekly operational checks, validating page performance, journey stability, key functionality health and availability across devices.
* Support release planning activity, ensuring operational requirements, NFR checks and functional test outcomes are captured ahead of go‑live.
* Specifically look into business continuity management (BCM).
Qualifications
Who you are
* Experience in digital operations, service management, web operations support or related digital performance roles.
* Solid understanding of digital journeys, functional dependencies and basic technical behaviours within web/app environments.
* Ability to monitor, interpret and act on performance metrics, dashboards, logs and operational KPIs.
* Experience participating in incident management processes, including triage, issue documentation and communication.
* Strong attention to detail with the ability to spot anomalies, errors, degradation in performance and potential risks.
Together we can create a culture where everyone can thrive
We believe everyone is unique, and we encourage those who feel excited about this role – even if your experience does not align exactly with every part of the job description – to apply. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role. Our recruitment team can help find the best fit.
Additional Information
We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulator’s standards.
We believe everyone should have the opportunity to interview for a role that matches their skills. In collaboration with our Talent, Diversity & Inclusion teams and our employee‑led DEI Networks, we have identified a range of reasonable adjustments to help you feel comfortable and perform at your best self during the interview process. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey – for example, extended time or breaks in between online assessments, a sign language interpreter or assistive technology – please contact your recruiter directly or email jobs@three.co.uk for guidance.
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