Job Title

Head of Resident Wellbeing & Customer ExperienceSydney NSW, AustraliaPosted Tuesday 27 May 2025 at 2:00 pm | Expires Saturday 28 June 2025 at 1:59 pmNational Leadership Role | Redefine Retirement LivingAt Levande, we believe ageing is not just a stage of life, its a time to thrive. As one of Australias largest retirement living providers, were reimagining what later life can look like. Through vibrant communities, enriching experiences, and personalised services, we empower our residents to live with purpose, connection, and joy.We are now seeking a visionary, strategic leader to step into the role of Head of Resident Wellbeing and Customer Experience. This is an opportunity to shape the future of wellbeing and customer excellence in retirement living on a national scale, leading initiatives that truly make a difference in peoples lives.About the RoleReporting directly to the Chief Operating Officer, you will lead the design, execution, and continual improvement of Levandes wellbeing and customer experience strategies across our national network of vibrant retirement communities.Youll oversee a national team including the Customer Experience Manager, Additional Services Manager, and State Wellbeing Managers, ensuring consistent delivery of high-impact programs that support independence, health, and happiness for every resident.This role brings together resident wellbeing, customer insights (NPS, CSAT, PWI), lifestyle programming, home care, and serviced apartment offerings, and strategic partnerships, all within an evolving and ambitious service model that places people at the heart of everything we do.Your Key ResponsibilitiesLead the strategic direction and delivery of Levandes wellbeing and CX frameworks across all villagesOversee the Everyday Wellbeing Program and a national calendar of lifestyle experiences, events, and community-led initiativesChampion the Customer Voice program, leveraging insights from Net Promoter Score (NPS), Customer Satisfaction (CSAT), and the Perceived Wellbeing Index (PWI) to drive continuous improvement in resident experience and satisfactionManage and grow our Additional Services model, supporting premium experiences and integrated care optionsBuild and maintain partnerships with health, care, and allied service providers, including for home care and serviced apartmentsEnsure compliance with legislative requirements, policies and risk frameworks, including the Wellbeing Decline procedureDeliver robust reporting for the Board and executive teams, highlighting impact, risks and opportunitiesRepresent Levande on key industry committees and in sector leadership forumsWhat Youll BringExecutive-level experience in retirement living, aged care, health services, hospitality, or a customer-focused sectorProven success leading wellbeing, care, or CX strategies at scaleExceptional stakeholder engagement and team leadership capabilitiesStrong commercial acumen with a track record in managing budgets, partnerships, and performance outcomesDeep understanding of legislation, risk, and best practice in wellbeing or customer service deliveryA values-driven mindset with a passion for enriching livesRelevant tertiary qualifications in business, health, hospitality or a related discipline (preferred)Why Levande?At Levande, you wont just join a company, youll join a movement to reimagine what ageing can be. Were a bold, purpose-driven organisation with a clear mission: to empower older Australians to live well, every day.Youll step into a values-led environment where people come first, residents and employees alike. We offer flexible working, the opportunity to shape national strategy, and the support of a forward-thinking leadership team that genuinely believes in what we do.This is your chance to lead one of the most impactful portfolios in our business, driving innovation, influencing national outcomes, and enriching the lives of thousands of residents across the country.If you''re passionate about wellbeing, driven by purpose, and ready to transform what retirement living can look like, wed love to hear from you.Apply now and help lead Levandes next chapter.Levande is proud to be an equal opportunity employer. We value diverse backgrounds and perspectives, and welcome applications from all communities. #J-18808-Ljbffr