Digital Customer Products Owner at V/Line… · 452…

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

This is a great opportunity to shape V/Line's digital customer experience products, translating the Digital Experience Roadmap into actionable product outcomes that improve the customer and accessibility experience. You will be responsible for the day-to-day ownership, performance and continuous improvement of V/Line's digital customer experience product portfolio, including the website, CMS, mobile app and other customer-facing digital technologies.

Working within an agile framework, you will manage product backlogs, prioritise enhancements and issue resolution, and ensure delivery aligns with customer and accessibility standards. You will use customer insights, feedback and performance data to identify opportunities, resolve pain points and continuously enhance the digital customer experience.

You will also work closely with internal and external stakeholders to deliver initiatives, drive continuous improvement and ensure digital products evolve in line with customer needs and organisational priorities.

Key accountabilities include:

• Own and maintain the digital customer experience product backlog, ensuring priorities align with the Digital Customer Experience Strategy and Roadmap.

• Translate strategic objectives and customer needs into prioritised product features, user stories and acceptance criteria.

• Apply customer experience, service design and accessibility-by-design principles to product decisions and feature development.

• Use customer feedback, behavioural insights and operational data to inform continuous improvement initiatives.

• Monitor digital product performance, identify improvement opportunities and provide evidence-based recommendations.

• Act as the primary point of contact for digital product enquiries, requirements and enhancement requests.

• Collaborate with internal and external stakeholders to deliver initiatives and ensure digital products evolve in line with customer needs and organisational priorities

About you

Strong communication and stakeholder engagement skills are key, with the ability to build effective relationships, influence outcomes and work collaboratively across a diverse range of internal and external stakeholders.

Our ideal candidate will possess the following key selection criteria:

• Digital product ownership experience managing customer facing products with a technical understanding of digital platforms such as CMS and mobile apps.
• Experience working in Agile product delivery - sprint planning, user story development, acceptance criteria.
• Capability in embedding Human centred design, service design, user experience and accessibility principles including Web Content Accessibility Guidelines (WCAG)

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.

We are committed to ensuring a comfortable and accessible recruitment experience. If you need any adjustments or have specific accessibility requirements at any stage of the process, please contact our Talent team at TalentSupport@vline.com.au or 1800 800 007 for confidential support.

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 by Work 180 as a great place for women to work, second year in a row.

V/Line are proud to be a part of the Department of Transport & Planning's Yani Bangal Transport and Planning Portfolio First Peoples Careers Strategy 2023-2028. We take this opportunity to welcome and encourage applications from First Peoples.

At V/Line, safety is our priority. Successful applicants will undergo relevant pre-employment and medical checks to meet our safe working standards. V/Line is also a proud Child Safe employer.

The selection process may include aptitude assessments, a behavioural interview and a medical risk category 4 check.

Applications close: Tuesday 17th November