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Senior Manager, Digital Customer Experience & Products
Permanent Full Time Position
Hybrid opportunity | Central CBD Location
Recognised by WORK180 as an employer of choice
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 the Senior Manager, Digital Customer Experience & Products, you will lead the strategy, design and evolution of V/Line's digital customer experience, shaping how millions of passengers interact with our services across digital channels.
Reporting to the Head of Customer Experience & Accessibility, you'll be responsible for defining and delivering V/Line's Digital Customer Experience Strategy and Product Roadmap, providing leadership across a portfolio that includes the V/Line website, mobile app, disruption communications, navigation technologies and future ticketing and reservation experiences and more.
What makes this role particularly unique is the opportunity to help shape the future of public transport digital customer experiences in Victoria from the ground up. Working in close partnership with the Department of Transport and Planning, you'll help define what an ideal end-to-end digital customer journey looks like, co-design the future vision for V/Line, and identify the technology, products and services required to bring it to life.
Operating at the intersection of customer experience, service design, digital transformation and product leadership, you'll influence executive stakeholders, guide investment decisions and align diverse teams behind a shared vision. This is a highly strategic role where your work will directly impact customer outcomes while helping transform the future digital transport ecosystem for Victoria.
About You
You're a strategic digital leader who is passionate about creating better customer experiences and delivering meaningful transformation. You bring a unique blend of digital product leadership, service design expertise and commercial acumen, enabling you to translate ambitious customer visions into practical, impactful outcomes. Comfortable operating in complex stakeholder environments, you build trusted partnerships, influence decision-making at senior levels and lead teams through change to deliver lasting value for customers and the organisation.
Your background includes:
Leading high-performing teams and driving successful digital transformation initiatives in complex or customer-facing environments.
Developing and delivering digital customer experience strategies, product roadmaps and future-state digital service visions.
Significant experience in digital product management, product ownership or portfolio leadership, with accountability for digital channels, platforms or customer-facing products.
Applying human-centred design, service design and customer insight to create seamless and accessible customer experiences.
Leading large-scale programs of work, balancing strategic priorities with delivery outcomes across multiple stakeholders and teams.
Partnering with senior executives, technology leaders and external stakeholders to influence priorities, secure investment and drive shared outcomes.
Using data, analytics and customer feedback to inform decision-making, prioritisation and continuous improvement.
Relevant qualifications in Business, Information Technology, Digital Product Management, Customer Experience or a related discipline.
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 industry. 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 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.
We proudly acknowledge First Peoples of Victoria. We acknowledge their ongoing strength in practicing the world’s oldest living culture. We acknowledge the Traditional Owners’ lands, waters, and skies on which we live and pay respects to their Elders past and present.
At V/Line, safety is our priority. Successful applicants will undergo relevant pre-employment and medical checks to meet our safe working standards.
Applications close: Wednesday 26th August
