MANAGER, CUSTOMER EXPERIENCE

Lutheran Homes Group

Lutheran Homes Group (LHG) is a respected not-for-profit provider of Home and Community Support, Residential Care and Retirement Living services across South Australia and regional Victoria.  With over 1,500 employees and volunteers, LHG offers a collaborative, supportive and values-driven culture committed to empowering ageing Australians to live with dignity, choice and wellbeing.

This newly created opportunity sits at the heart of LHG's commitment to delivering exceptional experiences for residents, clients and their families.  Reporting to the General Manager, Marketing and Communications, the Manager, Customer Experience (CX) will lead the development of LHG's CX strategy and framework, strengthening how the organisation listens to, understands and responds to customer needs while identifying opportunities to improve experiences across the customer journey.  Key responsibilities include:

• leading the development and evolution of LHG's CX strategy, Voice of Customer framework and service excellence approach;
• mapping and improving customer journeys across Residential Care, Home and Community Support and Retirement Living services;
• partnering with operational and clinical teams to enhance enquiry management, customer outcomes and conversion to admission;
• leading customer feedback, complaints and compliments processes, ensuring concerns are addressed with empathy and insights drive improvement;
• analysing customer insights, satisfaction measures and service data to identify trends, prioritise opportunities and inform decision making;
• building organisational capability in customer experience, strengthening CRM utilisation and promoting a person-centred, values-based culture.

You will bring a track record of improving customer journeys, driving service excellence and managing sensitive customer interactions.  Applicants with experience drawn from aged care, health, community services, member-based or comparable sectors with a strong focus on customer insight, service excellence and customer outcomes are encouraged to apply.  You may have held a dedicated CX role or driven customer experience initiatives as part of a broader role scope.  Most importantly, you will bring genuine empathy, highly developed stakeholder engagement skills and a passion for improving the experiences of older Australians in our community.

LHG offers a flexible and supportive work environment, genuine opportunities for growth, employee wellbeing initiatives and attractive salary packaging and staff benefits.

Don’t miss this outstanding opportunity to shape how older Australians, their families and carers experience care and support across a growing and values-driven organisation.

Find out more about working at LHG by watching the video below.

Further Information / How to Apply

• Visit lutheranhomes.com.au for further information about our client.
• Confidential enquiries are welcome to Bernie Dyer on (08) 8100 8849 8100 8849).
• Visit henderconsulting.com.au for a job and person specification and to submit your application which should include a cover letter and CV uploaded as one PDF document.