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Head of Resident Wellbeing
2 weeks ago
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. 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 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 customer 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 CX 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 in resident experience and satisfaction
- 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, health services, hospitality, or a customer-focused sector
- Proven success leading wellbeing, care, or CX strategies at scale
- 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
- A values-driven mindset with a passion for enriching lives
- Relevant tertiary qualifications in business, health, hospitality 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're passionate about wellbeing, driven by purpose, and ready to transform what retirement living can look like, we’d love to hear from you.
