Director of Resident Experience & Engagement

Presbyterian Living Career•Skokie, IL

1d•Onsite

About The Position

Presbyterian Living is seeking a passionate Director of Resident Experience & Engagement to lead innovative programs and hospitality strategies that enhance wellness, connection, and purpose across their communities. This role involves shaping exceptional resident experiences and fostering engagement for older adults. The organization is a not-for-profit senior living provider offering independent living, assisted living, skilled nursing, and memory care, with a strong commitment to its residents, families, and employees.

Requirements

Bachelor's degree required.
Minimum of 7 years of leadership experience in wellness, customer experience, senior living, healthcare, luxury service, or related fields.
Demonstrated success developing and implementing service standards across multiple sites or business units.
Experience leading through influence within matrixed organizations.
Strong facilitation, communication, and change leadership skills.
Proven ability to design training programs and drive culture change.

Nice To Haves

Master's degree preferred.

Responsibilities

Develop and articulate a multi-year vision for resident experience and engagement aligned with the organization's mission, purpose, and strategic priorities.
Define and evolve the hospitality philosophy and resident experience framework.
Anticipate emerging resident expectations and consumer trends to ensure innovation and competitiveness.
Establish enterprise-wide hospitality and resident experience standards with supporting policies, procedures, and toolkits.
Partner with Executive Directors, community leadership, and residents to tailor service elements to individual communities while maintaining core standards.
Develop governance processes to monitor adherence to standards and measure results.
Design and continuously improve the resident experience across key touchpoints (onboarding, dining, wellness, life enrichment, communication, service recovery, transitions in care).
Ensure experiences support diverse resident preferences (lifestyle, wellness, spirituality, social engagement, nutrition, longevity).
Partner with Human Resources to develop resident experience-focused onboarding, education, and training programs.
Build organizational understanding of each employee's contribution to the resident experience.
Collaborate with the Regional Director of Dining & Hospitality to ensure dining experiences meet hospitality standards.
Partner with operational and functional leaders to embed resident experience principles into service delivery.
Develop mechanisms to systematically gather resident feedback and insights.
Ensure resident perspectives are incorporated into organizational decision-making and experience design.
Monitor industry trends and identify opportunities to pilot new approaches for resident wellbeing and satisfaction.
Establish and maintain resident experience metrics, dashboards, and scorecards.
Monitor resident satisfaction trends and identify improvement opportunities.
Report findings and recommendations to executive leadership.
Develop and manage an annual operating budget for resident experience initiatives, training, and innovation.
Perform other duties as assigned.