Customer Experience Officer

Customer Experience Officer

• Join V/Line's Communications & Engagement team
• 0.7 FTE parental leave cover through to May 2027
• Work on initiatives that improve customer experiences

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 a Customer Experience Officer, you will support the delivery of customer experience, communications and customer readiness initiatives across the V/Line network. Working within the Communications & Engagement team, you will help ensure customers receive accurate and timely information and support to help them travel on the network.

This varied role combines customer communications, coordination and stakeholder engagement, supporting the delivery of initiatives that enhance customer experiences and keep customers informed. You will work closely with operational teams to coordinate customer information activities, support temporary customer service staff and contribute to communication and engagement outcomes across the network.

Key accountabilities include:

• Supporting the delivery of customer experience, communications and customer readiness initiatives across the V/Line network.
• Assisting with customer information and engagement activities.
• Coordinating the briefing and deployment of temporary customer service staff during customer-facing events and disruptions.
• Developing, updating and distributing customer communications, digital content, signage and promotional materials.
• Building effective relationships with internal stakeholders and operational teams to support positive customer outcomes.
• Providing coordination and administrative support to ensure initiatives are delivered effectively and on time.

Location & Travel Considerations

This role is based at V/Line's Head Office, 452 Flinders Street, Melbourne. Some travel may be required to support customer engagement activities, events and initiatives across the V/Line network.

About you

You are organised, proactive and enjoy contributing to positive customer outcomes. With strong communication and relationship-building skills, you can manage competing priorities, collaborate with a range of stakeholders and support initiatives that keep customers informed and engaged.

Our ideal candidate will demonstrate:

• Experience in customer experience, communications, marketing, administration, stakeholder engagement, transport operations or a related field.
• Effective written and verbal communication skills, with the ability to develop customer information and content, and build effective stakeholder relationships.
• Excellent organisational skills, attention to detail and the ability to coordinate multiple priorities and activities.
• A collaborative and proactive approach, with experience supporting projects, campaigns, events or customer-focused initiatives.
• Experience in rail, public transport or customer-facing operational environments will be highly regarded.

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 [email protected] or [1800 800 007](tel: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.

This position is covered by the V/Line Rail Operations and Administration Employees Agreement 2023 and will be offered within the Clerk C3-C4 classification, with a full-time equivalent base salary range of $100,183 to $105,716 per annum. As the role is 0.7 FTE, remuneration will be paid on a pro rata basis.

The selection process may include aptitude assessments and a behavioural interview.

Applications close: Friday, August 21, 2026