Head of Customer Experience (CX)

• Leadership role to enhance our customer experience
• Exciting and varied industry, product and CX role
• Hybrid working flexibility based in a central CBD office

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 core focus is to ensure that all customer interactions are optimised by developing and implementing strategies that increase and build customer loyalty.

In this position, you will manage a high-performing CX team, which includes three direct reports, CX Manager, Digital CX Manager, and Customer Relations Manager, as well as twelve indirect reports.

This is an exciting opportunity for an experienced hands-on CX/UX professional to collaborate with the business, develop our CX strategy and make customer-focused improvements that will shape the way our services support and connect with our customers.

Key Accountabilities include:

• Lead customer experience, marketing, branding, and product development to support V/Line's strategic agenda and corporate goals.
• Lead and support best practice management of customer relations and feedback, including escalations.
• Lead the digital development and improvement roadmap of the V/Line website and mobile app.
• Build and foster relationships with government agencies and other transport operators to support an interconnected public transport system.
• Development and project management of the V/Line Customer Experience strategy across the customer journey.
• Conduct research and insights to formulate brand experiences across all touch points and develop initiatives to improve customer experience.
• Partner with key internal departments to develop strategies and workflows that deliver seamless customer service.
• Champion the customer throughout their journey, identifying their needs and expectations.
• Collaborate with senior management and other internal teams on insights and feedback 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:

• Experience leading teams at a senior level (5+ years preferred).
• Passionate and collaborative in developing and building highly effective teams.
• A devoted customer advocate with extensive experience across the entire Customer Experience lifecycle.
• Strong sense of confidence, competence and influence when making decisions, influencing others, and negotiating.
• Proven track record of implementing customer experience strategies, plans and principles and managing the feedback and insights cycle.
• Enjoy a hands-on and wide-reaching CX role that involves building collaborative relationships with different departments and front-line management and leadership.
• Experience collaborating with senior management and non-expert audiences regarding customer service concepts.
• Demonstrated alignment with 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 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.

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.

The salary for this role is in the range of $160,000 - $180,000 inclusive of superannuation and is commensurate with experience. 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; 12th February 2024.