Programme Manager

Resident Experience and Access Programme Manager
Sector Local Authority
Location: London
Hybrid working (office working as required for meetings etc – approx. 1 day per week)
Temporary contract – 12 weeks with a view to extension (potentially 6 months)
Daily payrate: £425.00 - £450.00 (Umbrella)

Role Summary

As the Resident Experience and Access Programme Manager, you will spearhead analysis efforts to identify opportunities that enhance resident outcomes. Your role involves defining both generic and service-specific requirements from various services across the business. These requirements will be included in our service specification when procuring technology to achieve our objectives. Your work will focus on optimising business processes to enhance resident experience, metrics, self-service, and data management.
You will collaborate closely with internal services across all departments within the Local Authority to capture requirements, challenge outdated practices, and act as a "critical friend" to ensure an excellent Customer Journey Experience. Additionally, you will assist in defining and managing the process for deploying and integrating new digital capabilities in a way that aligns seamlessly with business operations. Ensuring the delivery of a high-quality user experience, with a strong emphasis on accessibility, content, interaction, and an intuitive end-to-end journey, will be a key part of your role. Experience in customer journey within the public sector is an advantage.

Overview

As the Resident Experience and Access Programme Manager, you will work with business areas that have complex requirements and interdependencies with other parts of the organisation. You will collaborate with colleagues, working hand-in-hand with the digital analyst teams, enterprise architect, and all departments (including Housing, Public Services, Business Units, Schools & Education, Waste, Planning, Licensing, Elections, Environmental Services, Highways and Cleaner Greener, Council Tax, Benefits, Transport, Parking and Permits), residents, and third parties to analyse and document business functions, processes, information flows, and data structures using consistent and methodical techniques with a focus on service design.

Your role will involve investigating operational issues, problems, and new opportunities with colleagues, business users, and residents, seeking effective business solutions through improvements in both automated and non-automated processes and procedures. You will assist in analysing underlying issues, identifying available options, and defining acceptance tests for automated systems for both staff and end users.

Selecting appropriate techniques for eliciting detailed requirements, considering the nature of the required changes, established practices, and the characteristics and culture of those providing the requirements, will be crucial. You will analyse, specify, and document business requirements, ensuring traceability back to the source and adherence to business objectives, while positively challenging inconsistencies.

Recording all work with appropriate documentation, meeting required standards using suitable methods and tools, will be part of your responsibilities. You will perform business impact assessments to determine how changes from current to future processes and structures will affect business units and roles. Determining readiness levels of business users regarding upcoming changes, uncovering readiness gaps, and creating and implementing action plans to close these gaps before go-live will be essential.

You will apply and maintain specific procedures and security controls as required by organisational policy and local risk assessments to maintain the confidentiality, integrity, and availability of business information systems and infrastructure components. Working with business areas where analysis is required across multiple systems to understand and document their end-to-end requirements will be part of your role.

Collaboration with all related stakeholders to deliver cohesive analysis will be key. You will articulate the strategy and understand how it fits into the organisation’s wider objectives. Working with senior stakeholders to help them define their business requirements in this context will be essential.

Managing complex projects that affect a large number of users or span multiple departments and systems will be part of your responsibilities. You will conduct horizon scanning of upcoming technology and technical solutions to assist business areas in selecting the most appropriate systems for their needs.

Do you have the skills and experience required for this opportunity, please submit your CV for immediate review – interviews to take place ASAP with a view to a start thereafter.