Resident Experience Architect & Engagement Leader

Presbyterian Living; Skokie (IL); On-site; USD 139,000 - 181,000; Full time

Benefits offered by this job

Health & wellness

403(b) with match

PTO rollover/sellback

Tuition reimbursement

Chaplain counseling

Job summary

Presbyterian Living in Skokie, IL, is seeking a Director of Resident Experience & Engagement to lead innovative programs and hospitality strategies that enhance wellness, connection, and purpose across our communities.

The role develops a multi-year vision for resident experience, defines hospitality standards, and partners with executives and residents to tailor services. Bachelor’s degree is required with 7+ years in leadership roles within senior living or related fields.

Qualifications

• Bachelor's degree required; Master's degree preferred.
• Minimum of 7 years of leadership experience in wellness, customer experience, senior living, healthcare, luxury service, or related fields.
• Experience leading through influence within matrixed organizations.
• Strong facilitation, communication, and change leadership skills.
• Proven ability to design training programs and drive culture change.

Responsibilities

• Develop and articulate a multi-year vision for resident experience and engagement that aligns with Presbyterian Living's mission, purpose, and strategic priorities.
• Define and evolve the Presbyterian Living hospitality philosophy and resident experience framework.
• Anticipate emerging resident expectations and consumer trends to ensure the organization remains innovative and competitive.
• Establish enterprise-wide hospitality and resident experience standards supported by policies, procedures, and implementation toolkits.
• Partner with Executive Directors, community leadership and residents to determine which service elements are standards and which may be tailored.
• Develop governance processes to monitor adherence to established standards and to measure results.
• Design and improve resident experience across onboarding, dining, wellness, life enrichment, communication, service recovery, and transitions in care.
• Ensure experiences support varying resident preferences related to lifestyle, wellness, spirituality, social engagement, nutrition, and longevity.
• Collaborate with Human Resources to develop onboarding, education, and ongoing training programs.
• Build organizational understanding of how every employee contributes to the resident experience.
• Collaborate with Regional Director of Dining & Hospitality to ensure dining experiences reflect standards and brand expectations.
• Partner with operational leaders to embed resident experience principles into service delivery.
• Develop mechanisms to gather resident feedback and insights.
• Ensure resident perspectives are incorporated into organizational decision-making and experience design.
• Monitor industry trends and pilot new approaches that advance wellbeing and satisfaction.
• Establish and maintain resident experience metrics, dashboards, and scorecards.
• Monitor resident satisfaction trends and report findings and recommendations to leadership.
• Develop and manage an annual operating budget to support resident experience initiatives, training programs, and innovation efforts.
• Other duties assigned

Skills

Leadership

Communication

Change leadership

Training program design

Facilitation

Education

Bachelor's degree

Master's degree preferred

Job description

Presbyterian Living in Skokie, IL, is seeking a Director of Resident Experience & Engagement to lead innovative programs and hospitality strategies that enhance wellness, connection, and purpose across our communities.

The role develops a multi-year vision for resident experience, defines hospitality standards, and partners with executives and residents to tailor services. Bachelor’s degree is required with 7+ years in leadership roles within senior living or related fields.