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,tourismand trade.
V/Line is experiencing significant growth andwe'redelivering more services, more trains, cheaper fares, and huge projects. With more than **** 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 **** committed team members who are up to the challenge.
About the role
As the Customer Insights and Design Manager, you'll play a pivotal role in shaping how V/Line understands, designs and improves the passenger experience. Reporting to the Head of Customer Experience and Accessibility, you'll lead the Customer Insights and Design function, translating customer feedback, research and insights into meaningful actions that improve experiences across the organisation.
What makes this role particularly exciting is that you're not simply stepping into an established function. You'll have the opportunity to build capability, embed customer-centred ways of working and turn insight into action. You'll help design and deliver initiatives that support V/Line's Passenger Experience Improvement Plan while partnering with teams across the organisation to bring broader improvements to life.
This role combines strategy, research, facilitation and delivery. You'll lead customer research and Voice of Customer activities, facilitate workshops using human-centred design approaches,



influence key decisions and help teams connect their work to the end-to-end passenger experience. It's a rare opportunity to deliver meaningful outcomes directly while contributing to a broader customer transformation journey.
AboutYou
You're a customer-focused leader who is passionate about understanding what matters most to customers and translating those insights into practical improvements. Combining strong analytical capability with workshop facilitation and stakeholder engagement skills, you're comfortable influencing diverse teams and helping organisations embed customer-centred thinking into everyday decision-making. You enjoy turning complex customer needs into clear actions that deliver measurable outcomes.
Your background includes:
Leading customer insights, research or experience functions.
Delivering customer experience improvement initiatives.
Applying human-centred design tools and methodologies.
Facilitating workshops that drive action and alignment.
Leading market research, Voice of Customer and insight programs.
Building customer-centric capability across organisations.
Influencing stakeholders and driving change through evidence-based insights.
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'retransforming, and you can too. Be a change maker, recognised for your contribution and creativity.
Energetic environment –
V/Lineoperatesin a constantly changingindustry. Join a fast-paced and exciting organisation.
Collaborative team –
You'llbe 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 or ************ for confidential support.
As an equal opportunity employer, V/Line is committed to creating a diverse,inclusiveand 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,ageor disability. We are also proud to be endorsed by Work 180 asa great placefor 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 safeworking standards.
Applications close
Wednesday 26 th August
#J-*****-Ljbffr

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