Client and Compensation
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
Opportunity
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.
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