Head Of Customer Experience

Head of Customer Experience

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

As the Head of Customer Experience, you are integral to the success of V/Line’s Customer Group. In this role, the primary core focus is to ensure that all customer interactions are optimised by developing and implementing strategies that increase and build customer loyalty.

Key Accountabilities include:

• Lead Customer Experience, marketing, branding, and product development to support V/Line's strategic agenda and corporate goals.
• Build, define, and refine a Customer Experience model by leveraging customer insights.
• Partner with internal Customer Experience teams to develop strategies and workflows that deliver seamless customer service.
• Conduct research and insights to formulate brand experiences across all touch points and develop initiatives to improve Customer Experience.
• Champion the customer throughout their journey, identifying their needs and expectations.
• Collaborate with senior management and other internal teams to identify and implement Customer Experience improvements.
• Continue to improve the V/Line product and Customer Experience and maintain a sustainable rate of growth through marketing initiatives.
• Provide strategic advice to support Customer Experience and communications during planned disruptions.
• Establish strategic alliances with TFV, PTV, local councils, regional tourism development, key government departments and organisations (e.g. Tourism Victoria) and continue developing destination 'products' and modal solutions.

About you

Our ideal candidate will possess the following:

• Proven experience and success leading a Customer Experience team at a senior level.
• Qualifications in Business or a related discipline are highly desirable.
• Experience implementing Customer Experience principles, structures, metrics, and performance drivers.
• Communicate clearly and effectively with senior management and non-expert audiences regarding a variety of Customer service concepts.
• In-depth understanding of the Victorian Government's context and priorities in relation to the transportation sector.
• Excellent stakeholder relationship management and negotiation skills, including the ability to influence outcomes for a wide range of stakeholders.
• Demonstrated alignment to V/Line’s values of responsiveness, integrity, impartiality, accountability, respect, leadership, and human rights.

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.

How to Apply

Please use the ‘Apply’ button to submit your application, including a current resume.

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. 

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.

Applications close; 30th October 2023.