BSRIA appoints director of professional services to transform customer offerings

BSRIA, the science-driven independent organisation providing practical guidance and commercial solutions for the built environment, has appointed Kim Burgess as Director of Professional Services.

In this role, Burgess is leading the strategic transformation and digitisation of the firm’s interconnected offerings to deliver enhanced value for its over 800 members and substantial customer base. Her remit includes evolving how BSRIA’s technical expertise, industry insights and professional developmental programmes work together to provide seamless, digitally-enabled support across the entire customer journey. She is also responsible for overseeing BSRIA’s complete suite of publications, membership and training services.

With over 20 years of experience in marketing technology businesses, Burgess brings extensive customer success experience (CX) in scaling customer success operations, creating innovative CX value propositions, and improving retention and satisfaction. Her proven track record in driving CX-centric transformation makes her ideally positioned to elevate BSRIA's professional services and deliver exceptional value to customers and members.

The appointment comes as part of BSRIA's wider digital transformation journey and follows comprehensive customer feedback calling for greater innovation, prolific guidance, extended training and consultancy offerings, and scalable operations.

As part of this transformation, BSRIA is introducing a range of enhanced services including online community portals, instant access to approved building services experts, digitised research reports, and AI-enabled customer service. These innovations directly address member demands for stronger digital tools and faster access to resources, whilst maintaining BSRIA's commitment to technical excellence and trusted insights.

Lisa Ashworth, BSRIA CEO, said: “Kim’s appointment is key to BSRIA continuing its technological transformation journey, and ensuring we are providing the best expertise and customer service that we can. The industry is rapidly changing, and the market requires best-in-class support to navigate the evolving landscape.”

Kim Burgess, Director of Professional Services at BSRIA, said: “BSRIA is a renowned expert and consultant in the building services sector, and is undergoing an exciting chapter as it continues its digital transformation to provide the most comprehensive service offering in its industry. We have listened to what the industry needs – and BSRIA, is changing drastically to meet these requirements.”

This article appears on the BSRIA news and blog site as "BSRIA appoints director of professional services to transform customer offerings" dated January 2026.

--BSRIA

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