Delivery Manager (Resident Experience)

• Delivery_Manager_-_Transformation_JD_Oct25

Please apply online via the link provided.

12 Month Fixed-Term Contract / Secondment opportunity

Resident Experience Delivery Manager

Help reinvent how Hackney serves its residents — and build the experience our residents deserve.

Hackney residents expect their council to be easy to reach, responsive, joined-up and digitally capable. We’re creating that experience — and we’re looking for a delivery leader who can help make it real.

We’ve launched a major cross-council Resident Experience programme that combines service transformation, operating model redesign and digital enablement. Working alongside our Digital, IT and customer-facing teams, you’ll help build the modern contact and resolution capabilities needed for Hackney to serve a diverse and fast-growing borough.

What you’ll lead

As our Delivery / Programme Manager for Resident Experience you’ll:

• Lead multi-disciplinary project teams through discovery, design and delivery
• Identify opportunities to improve how residents access and navigate council services
• Support the shift to digital self-service, assisted digital and expert casework pathways
• Work with services under pressure from rising demand to redesign processes and reduce failure demand
• Use data, insight and resident research to drive prioritisation and decision-making
  Ensure benefits and outcomes are clearly defined, measured and realised
• Use data, insight and resident research to drive prioritisation and decision-making
  Ensure benefits and outcomes are clearly defined, measured and realised
• Coordinate with IT to deliver the platforms, tools and integrations needed for new ways of working
• Champion excellent customer experience and inclusive design across the council

What you’ll bring

We are looking for someone who has delivered complex transformation in Local Government or a similar complex public sector organisation (for example NHS Trusts, Housing Associations, Central Government departments, arm’s-length bodies, regulators or large charities). You’ll have experience leading resident/customer experience and/or digital transformation projects, working across organisational boundaries, and taking proposals from initial insight through to real-world delivery.

Equally important is mindset. We’re committed to putting residents at the heart of what we do and designing services that work for everyone. You’ll share our values of being open and inclusive, ambitious and proud, and pioneering and proactive — and you’ll care deeply about improving life for local people.

Why Hackney?

Hackney is one of London’s most diverse and exciting communities. To deliver the long-term change residents deserve, we’re building teams of talented, curious and forward-thinking professionals who want to work on meaningful challenges and leave things better than they found them. This role is a chance to make a real impact on how thousands of residents interact with their council every year. If you have the skills, experience and values we’re looking for, we’d love to hear from you.

We operate a fair and open anonymous selection process. Therefore, we do not accept supporting statements or CV’s.

To proceed with your application, you will need to create an account and submit your application.

As part of the application process, you will need to complete a number of competency based questions. These questions allow you to demonstrate your suitability for the role and provide examples of your skills, knowledge and experience outlined in the job description.

We understand the benefits of using AI in the workplace. However, if you are thinking of using this tool to submit your application, we ask you to think about what value it will add. AI tools tend to lack the personal touch and authenticity we value in candidates. We encourage you to showcase your unique knowledge and skills using your own voice.

This application process replaces a supporting statement.

Prior to applying for a vacancy for a secondment opportunity, please liaise with your line manager and inform them of your interest in applying for the role.

Closing date for applications: 8 February 2026

Interview date: W/c 23 February 2026

We are also working towards our vision, which is to be a place for everyone; where residents and staff can be proud; a place that celebrates diversity and where everyone can feel valued, included and involved. In order to achieve this, we look for people who are: Proud; Ambitious; Pioneering; Open; Proactive; Inclusive.

Hackney Council works to eradicate discrimination on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. We also recognise that people can be disadvantaged by their social and economic circumstances, so we will also work to eliminate discrimination and disadvantage caused by social class. We also welcome those interested in flexible working. We particularly welcome applications from disabled people, as this group is currently under represented in our workforce.

The Council has a dedicated employment support service (Hackney Works), which offers Hackney residents guidance in relation to applying for jobs. If you are thinking about applying for a job, please contact the Hackney Works team to find out what support is available: hackneyworks@hackney.gov.uk