Customer Experience Manager

3 weeks ago

Council of the City of Sydney, Australia Levande Pty Full time

Amplify resident voice. Elevate everyday experiences. Champion purposeful living

At Levande, we’re reimagining what it means to live well in retirement. With 59 vibrant communities across Australia, our Everyday Exceptional promise sits at the heart of everything we do, inspiring us to create experiences that help residents feel heard, valued, and truly at home.

We’re looking for a passionate, insights-driven Customer Experience Manager to shape how we listen to, learn from, and act on the voice of our customers.

If you’re someone who thrives on creating meaningful change through people, data, and genuine connection, this role offers the chance to make every day exceptional, for our residents and our people.

The role

As our Customer Experience Manager, you’ll be the owner of Levande’s Voice of the Customer framework, leading everything from survey programs and feedback channels to service improvement strategies that bring our customer promise to life. You’ll also champion the Life @ Levande resident journey, ensuring every touchpoint reflects our commitment to wellbeing, respect, and everyday exceptional experiences.

You’ll:

- Lead the design, deployment, and reporting of Levande’s customer feedback and survey programs.

- Translate insights into clear actions, partnering across Marketing, Sales, Operations, and Development to elevate the customer journey.

- Champion Levande’s Service Vision and Principles, embedding them into our Everyday Exceptional brand promise.

- Develop tools, scripts, and training materials that help our teams deliver consistently great experiences.

- Identify the moments that matter most to residents, and ensure insights from surveys, detractor calls, focus groups, and complaints lead to tangible improvements.

- Act as a key escalation and mediation contact for serious complaints, ensuring every voice is heard and resolved with care.

About you

You’re an experienced customer experience professional who knows how to turn insight into action. You bring both empathy and analytical skill, blending strategic thinking with a hands‑on approach to delivery.

You’ll also have:

- Deep customer experience gained in a service‑led sector

- Exceptional communication and stakeholder engagement skills, from residents to the Executive Team.

- A knack for connecting data with people, using what you learn to shape programs, influence stakeholders, and improve outcomes

- A sharp eye for detail, paired with the ability to simplify complex insights

- Experience leading people, managing programs, and driving results across multiple functions.

- The resilience and curiosity to keep learning, improving, and influencing change

- Relevant tertiary qualifications and experience in business operations, marketing, or related fields will be highly regarded.

Why join Levande?

At Levande, we care deeply about our purpose, our people, and the communities we serve. You’ll enjoy:

- The opportunity to transform customer insights into actions that shape the resident experience.

- A values‑led, collaborative culture where your ideas make an impact

- Flexible ways of working and a supportive team environment

- The chance to define what Everyday Exceptional looks like and help others live it too.

Ready to help make every day exceptional?

If you’re ready to create meaningful experiences that connect people and communities, we’d love to hear from you.

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