Customer Insights Analyst

Business Unit:
**Performance Support**
- Function:
**Operations**
- Job Code:
**702345**

**Customer Insights Analyst**
- 12-month fixed-term position until November 2025
- Drive insights that enhance customer experiences
- Influence transport decisions with your insights

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 2700 committed team members who are up to the challenge.

**About the role**

Join our Performance team within our Operations group as a key player in driving V/Line's performance and customer experience improvements. As a Customer Insights Analyst, you will be at the centre of transforming data into actionable insights for our leadership team.

Your role will involve managing, developing and enhancing reporting and dashboarding across a variety of business areas including rail and coach patronage, customer feedback, ticket and catering sales, and customer research. In addition to reporting, you will support specialised analysis projects and craft presentations that inform strategic decisions.

If you are passionate about data-driven insights and shaping a better customer experience, we would love to hear from you
- Additional Accountabilities include:_
- Oversee the monthly experience report for the department as part of V/Line's Service Level Agreement. This entails sourcing data, generating insights, and presenting findings to a broader stakeholder group.
- Manage the weekly patronage dashboard for the executive team, incorporating various data insights and distributing them to a diverse range of audiences.
- Respond to ad-hoc reporting queries from various stakeholders, including internal teams and the Department of Transport & Planning.
- Coordinate market research exercises such as customer segmentation and analyse the results to drive informed decision-making.
- Review customer feedback trends to identify opportunities for improving performance.
- Support the implementation of business strategies by working within operational targets and actively participating in business improvement programs.

**About you**

You will have roughly three years of experience in a similar analyst role, showcasing an adaptable and innovative approach and enjoy participating in a collaborative and high-performing team.
- Strong relationship management and problem-solving skills with senior business stakeholders, along with experience in creating and facilitating presentations.
- Exceptional communication, consultative, and analytical skills.
- Experience analysing market research data.
- Relevant expertise in business analysis, data management, and statistical modelling.
- Above all, a positive attitude and a commitment to being an effective contributor to the Performance team and the broader leadership teams, driving meaningful change across the organisation.
- Demonstrated alignment with V/Line's values of responsiveness, integrity, impartiality, accountability, respect, leadership and human rights.

**About us**
- 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 are 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 will 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.

The recruitment and selection process may include aptitude assessments, behavioural and/or technical interviews and employment references.

Successful applicants will be required to undergo pre-employment screening including, probity (police) checks, medical assessment, and Australian entitlement to work. Employees of V/Line are required to maintain a valid Working with Children Check Victoria (Employee) for the duration of employment.

Remuneration for this position is in line with the V/Line Rail Operations and Administrative Employees Agreement 2023. This position is classified as Clerk C5 and offers a total remuneration package of $117,497 (inclusive of superannuation).

V/Line is an equal opportunity employer. We are committed to providing an environment of mutual respect and we welcome applicants from any background. We value diversity and are continuously wor