Business Unit: Digital CX & Ticketing
Function: Operations
Job Code: 704834
Permanent Full Time Position.
Enjoy work-life balance in a dynamic and inclusive workplace.
Competitive hourly rate $39.5260 - $44.8705 + super + 17.5% Leave Loading.
Are you passionate about transforming digital interactions and enhancing customer satisfaction?
Join V/Line as our Digital Customer Experience Officer and make a meaningful impact on how we connect Victorians through innovative digital solutions.
About the role
As the Digital Customer Experience Officer , you will be a vital part of V/Line's Digital Customer Experience & Ticketing Team.
Your role is to enhance our digital customer experience strategy, ensuring our digital platforms are optimised for satisfaction, accessibility, and engagement.
Key Accountabilities include:
Lead and deliver digital customer experience projects aligned with V/Line's Digital Customer Experience strategy.
Support CMS content updates and provide technical support for websites and apps.
Enhance online accessibility, customer engagement, and satisfaction.
Utilise web analytics tools to drive informed business decisions.
Improve SEO to enhance customer experience.
Support digital screen networks for effective customer communication and disruption management.
Advise on digital marketing and communications best practices.
Represent V/Line in industry discussions and strategy groups.
About you
You are a proactive and innovative individual with a passion for enhancing digital experiences.
You thrive in collaborative environments and are driven by the challenge of improving customer satisfaction through digital solutions.
Our ideal candidate will possess the following:
Demonstrated alignment with V/Line's values of responsiveness, integrity, impartiality, accountability, respect, leadership, and human rights.
Tertiary qualifications in Business/Marketing, Customer Experience/UX Design, IT/Digital, or a related field.
Proven experience in digital customer experience projects and CMS technical problem-solving.
Expertise in web analytics tools, SEO techniques, and agile methodologies.
Strong teamwork and communication skills, with the ability to contribute effectively to discussions and share information.
Minimum of three years' experience in relevant areas as detailed in the position description.
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.
Benefits include 4-weeks' annual leave, 17.5% leave loading, 11.5% employer-paid superannuation, and free myki for metro & regional travel.
How to Apply
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 will be in line with the V/Line Rail Operations and Administrative Employees Agreement 2023 or Asset Management Enterprise Agreement 2019).
Current employees are expected to remain in their role for a minimum of 12 months before applying to new positions within V/Line.
About V/Line
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 working towards creating a flexible and inclusive environment that is representative of the Victorian community.
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.
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