Customer Experience Adviser

**Customer Experience Adviser**
- 12-month Parental Leave Backfill
- Hybrid Working | Central CBD Location
- Diverse role with the opportunity to shape solutions that support all our customers
- 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 Customer Experience Adviser, you are integral to the success of V/Line's Operations Group.

This role links our transport operations team with our customers through strategic change management communication. As a key driver of V/Line's customer readiness initiatives, you'll ensure that customers have the support they need to adapt to service changes—whether due to infrastructure upgrades, rolling stock updates, or special events.

You'll engage people from across the business to embed customer-centric thinking into operational planning, ensuring that every touchpoint reflects V/Line's commitment to connecting Victoria. You'll also work on functional marketing and branding initiatives to help keep our passengers and community partners safe, informed and engaged. This is a hands-on role that requires a deep understanding of customer needs, operational constraints, and the ability to translate strategic brand and experience goals into practical, on-the-ground outcomes.

Key accountabilities include:

- Drive customer readiness for service changes, ensuring smooth transitions across infrastructure upgrades, new products, and special events.
- Champion the customer journey, working with internal teams to embed experience thinking into operational planning.
- Lead brand activation across key touchpoints—stations, signage, uniforms—to deliver a consistent and engaging experience.
- Design and deliver campaigns that improve satisfaction, reduce disruption impacts, and respond to customer needs.
- Use insights and data to shape strategies that grow patronage and enhance service delivery.
- Mentor and guide Customer Experience Officers, fostering a high-performing, customer-first team culture.

**About you**

You bring a unique blend of strategic thinking, operational awareness, and customer-first mindset. With experience in marketing or communications and a deep understanding of how people move through transport systems, you're passionate about shaping journeys that are seamless, informed, and satisfying. You're confident managing complex projects, leading initiatives, and collaborating across teams to deliver real impact.
- A strong understanding of customer behaviour within transport, infrastructure, or service delivery environments.
- Previous experience in marketing or strong written communication skills, ideally gained in a customer-focused environment
- Excellent project management skills, with the ability to juggle competing priorities and deliver outcomes on time.
- A collaborative mindset, able to work across teams to embed customer-first thinking into operational planning.
- Strong analytical and strategic thinking, using customer insights to inform decisions.
- Confident stakeholder engagement skills, with the ability to connect and influence across all levels.
- Demonstrated alignment with V/Line's values of responsiveness, integrity, impartiality, accountability, respect, leadership and human rights.

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.

**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.

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 b