Digital Customer Experience Officer

Digital Customer Products Officer

• Bring fresh ideas and collaborate with different teams to improve our digital customer offering
• Get a free Myki
• If you have experience in human centred design/digital product roles, we want to hear from you

V/Line's purpose is to connect Victorians through safe, reliable, and accessible transport. We believe in giving all Victorians opportunities through travel and transport – connecting them to jobs, education, family and friends, services, tourism and trade.

V/Line is experiencing significant growth and we're delivering more services, more trains, cheaper fares, and huge projects. With more than 3700 weekly train and coach services, an expansive freight network and unprecedented rail investment, millions of Victorians depend on us to deliver. You could be one of our 3100 committed team members who are up to the challenge.

About the role

As the Digital Customer Products Officer, you are integral to the success of V/Line's Operations Group.

You will be responsible for supporting V/Line's digital product offerings, being the conduit between the customer and our digital team when things don't go to plan. There'll be lots of testing and learning in this role but also forward thinking and planning around how we can improve our digital offering to our customers.

Key accountabilities include:

• Deliver on the digital customer experience roadmap, projects and initiatives in line with V/Line's Customer experience strategy in line with business objectives utilising V/Line's digital products.
• Central point for updating websites, including improving online accessibility compliance, customer engagement and satisfaction.
• Provide clear reports using web analytics tools, including Google Analytics, to make informed business decisions.
• Support digital screen network for both customers and internal staff to improve customer communications on services and disruption management.
• Advise the wider business on digital marketing and communications best practice.
• End to end customer experience and process management as relevant to digital channels.
• Assist in the developments and actively manage a Product Strategy & Roadmap to inform business and technical requirements, UI/UX files and rules, resource allocations, progress of work and oversight of current and future projects.
• Support the management of multiple digital projects within the constraints of scope, quality, time, and cost, to deliver specified requirements and meet defined business objectives and drive customer satisfaction.
• Seeks continual improvement in safety performance

About you

Coming from a digital background, you have experience in human centred design and always keep the customer at the forefront of your mind. Breaking down large technical information to relay that back to our customers in simple terms comes easy to you and you bring fresh ideas and have a growth mindset, someone who is always looking for ways to continually improve and make V/Line's offerings simpler and easier to navigate.

Our ideal candidate will possess the following:

• Completion of tertiary qualifications in Customer Experience, UX Design, IT/Digital, or an equivalent combination of relevant experience and education/training.
• Minimum three years' experience working as a digital product officer, CMS administrator, or similar role.
• Minimum three years' experience in working on projects/tasks adhering with online accessibility, user experience (UX), user interface (UI), human centered design, agile methodologies and scrum frameworks.
• Proven experience in digital product discovery, design, delivery, and optimisation techniques; including ideation and MVP definition, customer testing/validation and backlog management.
• Creative and analytical problem-solving skills and a curiosity to learn, including the ability to uncover and understand technology requirements and capabilities.
• Understanding of technical platforms and principles, with a demonstrated ability of working closely with solution architects, technical business analysts and developers to uncover, understand and shape technology requirements and capabilities as part of product definition.
• If your skills or experience don't exactly match our listed requirements, we still encourage you to apply. We value diverse perspectives and believe in the potential for growth and development.
• Demonstrated alignment with V/Line's values of responsiveness, integrity, impartiality, accountability, respect, leadership and human rights.

Why V/Line

In addition to free myki travel, we offer:

• Community impact – Make a genuine difference. Work in a role that connects Victorians, every day.
• Huge potential – We're transforming, and you can too. Be a change maker, recognised for your contribution and creativity.
• Dynamic environment – V/Line operates in a constantly changing space. Join a fast-paced and exciting organisation.
• Collaborative team – You'll be part of a broader supportive team. Surround yourself with talented, passionate peers.
• Flexible working – We support flexible working. Work in a way that supports you to thrive in your role.

We are committed to ensuring a comfortable and accessible recruitment experience. If you need any adjustments or have specific accessibility requirements at any stage of the process, please contact our Talent team at or for confidential support.

As an equal opportunity employer, V/Line is committed to creating a diverse, inclusive and respectful workplace and network that reflects the communities we serve. We accept and value the contributions of all our employees regardless of gender, ethnicity, sexual orientation, religion, age or disability. We are also proud to be endorsed by Work 180 as a great place for women to work, second year in a row.

We proudly acknowledge First Peoples of Victoria. We acknowledge their ongoing strength in practicing the world's oldest living culture. We acknowledge the Traditional Owners' lands, waters, and skies on which we live and pay respects to their Elders past and present.

At V/Line, safety is our priority. Successful applicants will undergo relevant pre-employment and medical checks to meet our safeworking standards.

Remuneration for this position will be in line with the V/Line Rail Operations and Administrative Employees Agreement 2023