Job Title

Head of Resident Wellbeing & Customer ExperienceAdd expected salary to your profile for insightsNational 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. In this national leadership position, you will champion programs that support physical health, mental wellbeing, social connection, and purposeful living for thousands of older Australians.This is an opportunity to shape the future of wellbeing and resident experience 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 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 experience 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 improvementManage 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, or health services will be highly regardedDemonstrated success in leading wellbeing, lifestyle, or care-focused strategies at scaleStrong understanding of wellness models, psychosocial frameworks, or healthy ageing practicesExperience engaging older Australians and designing inclusive, empowering programsExceptional 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 deliveryRelevant tertiary qualifications in health, allied health, psychology, community services, 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 have a strong foundation in wellbeing, health promotion, or lifestyle programming, and you''re passionate about reimagining the future of ageing in Australia,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 communitiesHow do your skills match this job?How do your skills match this job?Sign in and update your profile to get insights.Researching careers? Find all the information and tips you need on career advice. #J-18808-Ljbffr