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;