National Wellbeing and Customer Experience Leader

2 days ago

Melbourne, Victoria, Australia beBeeStrategist Full time $100,000 - $140,000
Lead Wellbeing and Customer Experience Strategist

This is an opportunity to shape the future of wellbeing and resident experience in retirement living on a national scale.

The role brings together resident wellbeing, customer insights, lifestyle programming, home care, and serviced apartment offerings, all within an evolving and ambitious service model that places people at the heart of everything we do.

Key Responsibilities:

  • Lead the strategic direction and delivery of 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 executive teams, highlighting impact, risks and opportunities
  • Represent industry 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 performance outcomes
  • Deep understanding of legislation, risk, and best practice in wellbeing or customer service delivery

About This Opportunity:

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.

Levande values diverse backgrounds and perspectives, and welcomes applications from all communities.

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