Looking for a role where your voice shapes strategy, and your programmes deliver real, long-term impact? This could be the one.
I am working with a Housing Association who is based in Leeds to recruit for a Programme Manager to join a growing transformation function and take charge of the Customer Experience Portfolio. This is a great opportunity to join at a pivotal point, as the organisation strengthens its PMO function.
This is a strategic, high-impact role where you'll work closely with senior leadership to influence direction, drive cultural and operational change, and ensure the organisation is set up for long-term success. It's a central position with real visibility, and the autonomy and support to deliver meaningful transformation the right way.
You'll oversee a small team of Project Managers and Business Analysts in a matrix structure, supporting them to grow, develop and deliver. Your remit spans customer journey redesign, service improvement, insight‑led transformation, and the programmes that uplift how customers interact with the organisation across channels.
Your focus won't be on technology delivery, it will be on customer needs, service design, experience quality, colleague capability and cultural change. You'll take strategic intent and translate it into real‑world improvements that make customers' lives easier and colleagues' work more efficient and consistent.
Skills and experience required:
Proven programme or portfolio management experience, ideally supported by MSP or similar qualifications
Strong background in customer experience improvement, service design, or behaviour and culture change
Experience using customer insight, data and feedback to shape decisions, prioritise activity and measure impact
Confidence navigating change, influencing senior leaders and aligning delivery with customer‑focused outcomes
Experience building capability and leading cross‑functional teams in a matrix environment
What's in it for you?
A key strategic role at the centre of major customer‑focused change
Real trust and autonomy, reporting to a leader who will back you
Visibility across the organisation, influencing culture, service standards and experience quality
Shaping business cases, benefit frameworks and experience design
The opportunity to embed better ways of working and uplift colleague confidence, behaviours and customer‑led decision making
This role is about championing customer‑centricity, improving the journeys and services people rely on, shaping how colleagues think about customer impact, and helping the organisation level up its entire customer experience.
This is a hybrid role with 2 days a week in the office based in Leeds.
The salary is £64,500 with some great benefits.
Please apply to this advert, reach out to me on LinkedIn, or contact me at to learn more.
If you don't have an updated CV, no problem send what you have, and we'll take it from there.