CX Dreamweaver

Why this role exists:

Everlab exists to help people live longer healthier lives through preventive health. Our members trust us with something deeply personal their health and every interaction should reflect the gravity and the magic of that relationship.

We believe the best brands in the world dont just deliver a great product. They make people feel something. Will Guidara in Unreasonable Hospitality proved that a $2 hot dog served with intention could elevate the worlds best restaurant beyond its Michelin stars. Disney calls it Imagineering. Canva builds entire teams around Vibe and Happiness. The Ritz-Carlton empowers every single employee with a discretionary budget to create spontaneous wow moments.

We want to bring that same energy to health. Not in a superficial way in a way that makes members feel genuinely cared for at every stage of their journey. Thats why were hiring a Dreamweaver: someone who can design build and scale moments of delight across every Everlab touchpoint for our paying members.

This is a new role. You wont inherit a playbook youll write it.

The philosophy behind the role:

This role is grounded in the principles of Unreasonable Hospitality the idea that going beyond whats expected with genuine intention creates loyalty that no marketing spend can buy.

The tenets that guide this work:

1. Be present. Slow down and truly understand what our members are feeling at each moment before during and after their clinic experience.

2. Make it personal not transactional. A great experience isnt a template. Its the product of noticing details and acting on what matters to each individual.

3. Take what you do seriously; take yourself less seriously. Health is serious. The way we deliver care doesnt have to be cold or clinical.

4. Build systems that enable spontaneity. The best hospitality feels effortless but its backed by thoughtful systems. Scalable magic not one-off stunts.

5. Let whats best for the member not the brand dictate the rules. Sometimes the most memorable gesture is the one that breaks convention.

What youll do:

• Map and own the member delight journey
  Audit the full post-purchase member experience across all Everlab sites. Identify the emotional peaks troughs and missed opportunities. Build a prioritised roadmap of delight interventions from high-impact quick wins to signature moments that define the Everlab brand.

• Design scalable magic moments
  Create repeatable but personal experience rituals that can work across Melbourne Sydney and future international locations. Think: a complimentary breakfast at the café next door after your Physical Assessment. An Everlab comfort kit when you arrive for your MRI. A handwritten note from your clinician after a milestone result. These should feel bespoke but be operationally executable at scale.

• Build the Dreamweaver playbook
  Document and systematise every experience intervention so it can be replicated across new sites and geographies without losing the soul of it. Create toolkits vendor relationships briefing templates and training guides that empower local teams to deliver consistently.

• Partner across the business
  Work closely with clinical growth product and operations teams to embed delight into existing workflows rather than bolting it on. Youll sit at the intersection of brand ops and member experience.

• Test measure and iterate
  Define what delight looks like in data whether thats NPS uplift referral rates retention or member sentiment. Run experiments. Kill what doesnt work. Double down on what does.

• Champion the members voice internally
  Be the person who walks the floor reads every piece of feedback and brings the members perspective into every room you enter. You are the internal advocate for how things feel not just how they function.

• Pioneer the international experience standard
  As Everlab expands beyond Australia youll help define how the Dreamweaver playbook adapts to new cultures regulatory environments and local contexts ensuring delight is universal but never generic.

What youll bring

Experience & background

• 5 years in customer experience hospitality brand experience service design or a related field where youve designed and delivered memorable human experiences

• Track record of building experience programs from scratch not just maintaining existing ones

• Experience working across both physical and digital touchpoints (youre comfortable in a clinic lobby and in a CRM workflow)

• Bonus: background in health wellness luxury hospitality or membership-based businesses

Skills & mindset

• You think in journeys not channels. You naturally see the connective tissue between a booking confirmation email a waiting room interaction and a follow-up call

• Operational rigour you can turn a creative idea into a repeatable process with clear owners budgets and timelines

• Strong project management instincts. You can juggle multiple site rollouts vendor relationships and creative briefs simultaneously

• Data-literate. You dont just design experiences by gut feel you validate with evidence and iterate based on what you learn

• Exceptional written and verbal communication youll be writing member-facing copy internal playbooks and presenting to leadership

• Comfort with ambiguity. This is a new function. Youll need to define your own priorities make a case for resources and build credibility through early wins

Who you are

• The kind of person who notices the small things the barista who remembered your name the hotel that left a note about your dog the airline that upgraded you on your birthday

• Youve read Unreasonable Hospitality (or you will before your first interview) and it made you think yes this is what I want to build

• You care about craft. Youd rather do fewer things exceptionally than many things adequately

• Youre energised by building not maintaining. The blank canvas excites you

• You genuinely believe that how something is delivered matters as much as what is delivered

Working at Everlab:

• Do work that matters: Were building the future of preventive health. Use your skills to prevent disease improve access to personalised care and reduce pressure on the health system.

• Work-life flexibility: Hybrid working with 2 to 3 days in the office plus flexibility to manage life beyond the 9 to 5 when it matters.

• Experience Everlab as a customer: Full access to the Everlab health program provided after successfully passing probation.

• Share in our success: Employee Share Option Plan included as part of your total remuneration. We grow together.

• People youll love working with: A welcoming mission-driven team of smart thoughtful people doing meaningful work.