Ben Lancken - Director, Customer Experience, Business Improvement & Assurance

“At Opal, we're driven by the important social purpose of caring for our elders and I'm excited to work alongside the dedicated Opal team to help re-imagine the residential aged care experience through the lens of our people, processes and technology. At Opal, we're focused on putting our residents and their families at the heart of everything we do, and I am passionate about driving greater transparency, engagement and personalisation to improve the quality of life of those in our care."

Ben joined Opal in January 2019 to head Opal's Customer Experience Transformation Program, and now leads our Customer Experience & Innovation team, who exist to support the organisation in the areas of customer insights and analytics, customer relationship management, digital transformation, strategic project management and business process improvement. 

Before joining Opal, Ben worked in the hotel sector for 12 years where his career spanned various Operational and Human Resources leadership roles both in Australia and Europe. Most recently, Ben was based in Berlin as Director of Operational Excellence & Learning for TFE Hotels in Europe. Ben holds a Bachelor’s degree in Commerce from the University of New England and a Certification in Strategic Management from Cornell University.