Digital Customer Experience Product Lead

V/Line Corporation; Melbourne; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Community impact

Huge potential

Dynamic environment

Collaborative team

Flexible working

Job summary

V/Line Corporation is seeking a proactive Digital Product Owner to shape and manage the digital customer experience portfolio across the website, CMS and mobile apps. You will own the backlog, drive prioritisation, and collaborate with stakeholders to deliver accessible, customer‑centred solutions that align with the organisation's roadmap.

Working in an Agile environment, you will translate customer insights into actionable features, manage cross‑functional collaboration and ensure digital

Qualifications

• Digital product ownership experience managing customer facing digital platforms.
• Experience delivering products in Agile environments with sprint planning and user story development.
• Knowledge of accessibility standards including WCAG and inclusive design.

Responsibilities

• 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

Skills

Digital product ownership

Agile product delivery

Stakeholder engagement

WCAG accessibility

Tools

CMS

Mobile apps

Job description

V/Line Corporation is seeking a proactive Digital Product Owner to shape and manage the digital customer experience portfolio across the website, CMS and mobile apps. You will own the backlog, drive prioritisation, and collaborate with stakeholders to deliver accessible, customer‑centred solutions that align with the organisation's roadmap.

Working in an Agile environment, you will translate customer insights into actionable features, manage cross‑functional collaboration and ensure digital