Head of Resident Wellbeing & Customer Experience Posted Tuesday 27 May 2025 at 2:00 pm | Expires Saturday 28 June 2025 at 1:59 pm National Leadership Role | Redefine Retirement Living At Levande, we believe ageing is not just a stage of life – it’s a time to thrive. As one of Australia’s largest retirement living providers, we’re 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 people’s lives. About the Role Reporting directly to the Chief Operating Officer, you will lead the design, execution, and continual improvement of Levande’s wellbeing and experience strategies across our national network of vibrant retirement communities. You’ll 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 Responsibilities Lead the strategic direction and delivery of Levande’s wellbeing and experience frameworks across all villages Oversee the Everyday Wellbeing Program and a national calendar of lifestyle experiences, events, and community-led initiatives Champion the Customer Voice program, leveraging insights from Net Promoter Score (NPS), Customer Satisfaction (CSAT), and the Perceived Wellbeing Index (PWI) to drive continuous improvement Manage and grow our Additional Services model, supporting premium experiences and integrated care options Build and maintain partnerships with health, care, and allied service providers, including for home care and serviced apartments Ensure compliance with legislative requirements, policies, and risk frameworks, including the Wellbeing Decline procedure Deliver robust reporting for the Board and executive teams, highlighting impact, risks and opportunities Represent Levande on key industry committees and in sector leadership forums What You’ll Bring Executive-level experience in retirement living, aged care, or health services will be highly regarded Demonstrated success in leading wellbeing, lifestyle, or care-focused strategies at scale Strong understanding of wellness models, psychosocial frameworks, or healthy ageing practices Experience engaging older Australians and designing inclusive, empowering programs Exceptional stakeholder engagement and team leadership capabilities Strong commercial acumen with a track record in managing budgets, partnerships, and performance outcomes Deep understanding of legislation, risk, and best practice in wellbeing or customer service delivery Relevant tertiary qualifications in health, allied health, psychology, community services, or a related discipline (preferred) Why Levande? At Levande, you won’t just join a company, you’ll join a movement to reimagine what ageing can be. We’re a bold, purpose-driven organisation with a clear mission: to empower older Australians to live well, every day. You’ll 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,we’d love to hear from you. Apply now and help lead Levande’s 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
