At a Glance
- Tasks: Lead transformative programmes to enhance resident experiences and streamline council services.
- Company: Join the London Borough of Brent, a diverse and culturally rich community.
- Benefits: Competitive salary, hybrid working, and opportunities for impactful change.
- Other info: Be part of a growing team dedicated to meaningful transformation.
- Why this job: Shape the future of local governance and improve lives in your community.
- Qualifications: Experience in programme management and a passion for resident-focused service design.
The predicted salary is between 66378 - 66378 € per year.
Client: London Borough of Brent
Salary: £66,378 per annum
Location: Hybrid, with an expectation of three days per week on-site at HA9 0FJ
Recruitment partner: Panoramic Associates
Contract: Permanent
Panoramic Associates are delighted to be supporting the London Borough of Brent with the appointment of a permanent Strategic Programme Manager - Resident Experience. This is a key role within Brent's expanding strategic change delivery function, sitting within the Corporate Programme Management Office and working across directorates to help shape and deliver a more joined-up, accessible and resident-centred council.
Brent is investing in a stronger corporate approach to transformation, ensuring that major programmes are not delivered in isolation but are connected through governance, shared outcomes and a clear understanding of dependencies. The Resident Experience agenda is central to this ambition. Brent wants residents to receive quicker, clearer and more effective support, without having to navigate the internal complexity of the Council. This role will help drive the transformation required to make that happen, including channel shift, first-point-of-contact resolution, digital access, CRM, AI-enabled services and a more coherent single view of the customer.
The opportunity: As Strategic Programme Manager - Resident Experience, you will provide strategic programme leadership across one of the Council's most visible and cross-cutting transformation priorities. You will work with Directors, Senior Responsible Owners, programme leads, customer services, digital colleagues and operational teams to design and deliver change that improves how residents interact with the Council.
This role is about more than implementing technology. It is about making services easier to access, reducing avoidable handoffs, improving first contact resolution and ensuring that digital change is inclusive, ethical and designed around real resident needs. You will need to bring together people from across the organisation, helping them work beyond directorate boundaries and focus on the experience residents have when they need support.
What you will be doing: You will lead and coordinate a complex resident experience programme, ensuring it is aligned to the Council Plan, the Embrace Change portfolio, the digital roadmap and Brent's wider financial sustainability requirements. You will bring discipline to programme planning, governance, reporting, risks, dependencies, benefits and milestones, while maintaining a strong focus on practical delivery.
Channel shift will be a major part of the role. Brent is looking for someone who understands how to move residents towards more cost-effective and user-friendly ways of interacting with the Council, while ensuring that services remain accessible for residents who need different forms of support. You will help shape the programme of work required to improve digital access, strengthen customer journeys and reduce unnecessary demand created by fragmented processes.
You will also support the delivery of first-point-of-contact resolution, working with teams to reduce handoffs and create a more seamless resident journey. This will involve engaging across CRM, customer services, digital platforms, AI-enabled opportunities and single customer view work, while ensuring that change remains grounded in service realities and resident outcomes.
What we are looking for: Brent is seeking a strong programme manager with demonstrable experience of leading digital, customer services, resident experience or service transformation programmes. You will understand the practical challenges of channel shift, customer journey redesign, first-contact resolution and cross-directorate delivery.
You will be confident working with senior stakeholders and operational teams, able to influence without relying on hierarchy and able to bring structure to complex programmes where ownership spans multiple services. Experience of programme governance, benefits realisation, outcome-focused delivery, agile and traditional project methods, and politically sensitive environments will be highly relevant.
The strongest candidates will combine programme management discipline with a service design mindset. Brent is looking for someone who can ask the right questions, challenge constructively and help the organisation design services from the resident's perspective rather than from the inside out.
Why Brent? Brent is a borough with pride, culture and diversity, and the Council's priorities are grounded in improving outcomes for residents and communities. This is a chance to join a transformation function that is growing in influence and ambition, with a clear mandate to connect corporate priorities, directorate delivery and measurable benefits.
You will be joining an organisation that values collaboration, inclusive leadership, curiosity and bold thinking. For a candidate motivated by resident-centred change, this role offers the opportunity to shape how a major London borough designs, delivers and improves the everyday experience of its residents.
To discuss the role in confidence, please click apply or contact Rebecca Martin or Harrison Russ at Panoramic Associates.
Strategic Programme Manager - Resident Experience employer: Panoramic Associates
The London Borough of Brent is an exceptional employer, offering a dynamic work environment that prioritises collaboration and innovation in delivering resident-centred services. With a strong commitment to employee growth and development, Brent fosters a culture of inclusivity and bold thinking, making it an ideal place for professionals eager to make a meaningful impact in local governance. The hybrid working model allows for flexibility while being part of a transformative agenda that directly enhances the lives of residents in a vibrant and diverse community.
StudySmarter Expert Advice🤫
We think this is how you could land Strategic Programme Manager - Resident Experience
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those connected to the London Borough of Brent. Attend events, join online forums, and don’t be shy about asking for informational interviews. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching Brent’s recent initiatives and challenges. Show that you’re not just interested in the role but also in how you can contribute to their goals. Tailor your responses to highlight your experience with digital transformation and resident-centred services.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills align with the Strategic Programme Manager role. Focus on your experience with programme governance and cross-directorate collaboration. Keep it concise and impactful – you want to leave them wanting to know more!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us. Let’s make your dream job a reality together!
We think you need these skills to ace Strategic Programme Manager - Resident Experience
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in digital transformation and resident experience. We want to see how your skills align with the role, so don’t hold back on showcasing relevant projects!
Showcase Your Leadership Skills:As a Strategic Programme Manager, you'll need to demonstrate your ability to lead cross-functional teams. Share examples of how you've influenced stakeholders and driven change in previous roles. We love seeing real-life stories!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use bullet points where possible to make it easy for us to read through your achievements and experiences. Clarity is key!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Don’t miss out!
How to prepare for a job interview at Panoramic Associates
✨Understand the Resident Experience
Make sure you grasp what the Resident Experience agenda is all about. Familiarise yourself with how Brent aims to improve interactions for residents and think about how your experience aligns with this vision. Be ready to discuss specific examples of how you've enhanced customer journeys or implemented service transformations in previous roles.
✨Showcase Your Programme Management Skills
Prepare to highlight your programme management expertise, especially in digital and customer service transformations. Bring concrete examples of how you've successfully led complex programmes, managed risks, and delivered measurable outcomes. This will demonstrate your ability to bring structure to the role and manage cross-directorate delivery effectively.
✨Engage with Stakeholders
Brent values collaboration, so be prepared to discuss how you've worked with senior stakeholders and operational teams in the past. Think of instances where you've influenced decisions without relying on hierarchy. This will show that you can navigate the political landscape and drive change across different services.
✨Ask Insightful Questions
During the interview, don't hesitate to ask questions that reflect your understanding of the challenges Brent faces. Inquire about their current strategies for channel shift or how they measure success in resident experience initiatives. This not only shows your interest but also your strategic thinking and service design mindset.
