Devinia Liddelow Email & Phone Number

Toorak, Vic, Au

Digital Transport Solutions

Australia

Australia

Led whole-of-business change to integrate customised digital capabilitiesHeaded audit to expose operational gaps and design fit-for-purpose solutionsIntroduced Kanban methodology for Agile and DevOps software developmentEstablished IT agile project management function Optimised operating structure, CX and governance across projects Revealed customer data, enabling strategic project managementDelivered hundreds of thousands in annual opex reduction Reduced annual technical expenditure significantly Commercialised AI technology, creating new income streamOutsourced administration services, delivering thousands in cost savingsConsolidated existing supplier network, eliminating risks Redefined role responsibilities of staff across entire organisationClarified reporting lines and optimised reporting Refocused operations on client experience and service delivery excellence

Led program of works to build and implement an integrated digital freight network solution Absorbed full program risks, including in budgeting and scheduling Engaged with decision-makers to define strategic business requirementsTranslated strategic, commercial and operational potential with new systems Launched beta versions to demonstrate benefits change-resistant end-usersSecured change agents and system championsDeveloped communications strategy to promote changeLaunched digital transport management tool, linking operations

Project managed design and build of Linfox’s first digital customer portal Presented to Presidents, C-Suite and ExecutivesSecured buy-in for investment using customer insights Oversaw design and development of customer-centric capabilitiesReported project progression, risk and strategic changes to Board of ReviewsLaunched first-of-its-kind project in budget, on time and to scope Selected cloud-based Developer to build scalable solution fit for global reachBuilt outsourced tech support model to ensure specialist end-user support Presenting commercial potential to key decision-makers using data insights Grew capacity of Customer Service team to support back-end operations

Digital transformation lead for MyToll, Toll Logistics digital solution for customer bookings and track & trace of parcels and shipmentsProgram managed development and launch of digital changes, rebuilding trust in digital strategyAdvocated solution redesigns with Digital team and Agile Project SquadMandated UX and UI input at all stages of development Onboarded new Communications SME and Analysts, improving engagementSurveyed end-users to capture and operationalise feedbackEstablished mass migration strategy to manage data from legacy to new systems Reformed languished relations between business and IT project teams

Melbourne, Australia

Program managed the implementation of driver telematics to digitise field operations and driver related administration Engaged drivers to develop sequence-flexible solution, accommodating driver behaviour Advocated for UX focus across iterations, maximising end-user experienceLed implementation across national sites of both Linfox-owned and contractor fleets

Melbourne, Australia

Developed platform to digitise planning for direct mail businessBrought together 3rd party vendor, IT team and Digital team to deliver platform to business customers Acted as conduit between technical and business teamsLed the implementation within Australia Post business and partnering teamsEngaged Marketing to plan go-to-market strategy

Europe

Dubai > England > France > Spain > Portugal > Morocco > Croatia > Thailand12 month sabbatical, 11 countries, 40 cities, 3 year old in tow!

Melbourne, Australia

Promoted to lead phase 1 of transformation program; build enterprise operating modelDeveloped and executed strategy to deliver largest change program in World Vision historyPlanned with C-suite and executive leaders to roadmap change program Defined changes across People, Process, Technology and Culture Created stakeholder management plan, including executive coaching element Established inhouse sponsor network, growing acceptance of change and digital adoption Guided senior leaders to effect change across whole-of-organisation

Melbourne, Australia

Responsible for developing channel capability for the WVA Go To Market (GTM) group, encompassing Face to Face Channels, Online and Contact Centre, national workforce 800+ employees. Member of the senior leadership teamResponsible for the design and implementation of key change programs, including the implementation of PRISM operating model methodology for channel effectiveness and profitability. Provide leadership to a team of 8 specialists, comprising of Capability Professionals, Change Analysts & Communications Specialists.

Melbourne, Australia

Leadership and operations management of the Contact Centre Channel, team of 100+ responsible for ‘supporter’ services across Inbound, Outbound, Payment Recovery and Loyalty. Improved sales effectiveness and performance within 6 months; 200% increase in existing customer sales, 50% improvement in ‘supporter’ retention success ratesImplemented outbound selling capability (telemarketing/cold and warm calling), creating a new revenue stream for WVA25% reduction in operating costs as a result of higher levels of engagement, increase in leadership effectiveness and process improvement.

Sydney, Australia

Manage a high volume national sales operation, managing transactions up to $15mil per day, for a customer base of 3,000 retail stores nationally. Project Lead (Sales) for the implementation of a Global ERP (SAP) systemProject Lead to establish a Samsung subsidiary in New Zealand, including set up of the Customer Contact Centre & Supply Chain function.Implemented Sales Order processing automation, reducing manual entry by 70% (labour hours), delivering operational cost saving: $550K.

Sydney, Australia

Leadership & operational management for a team of 15 sales agentsKey Account Management of the Department of Education Contract supplying furniture to public schools across Australia

Melbourne, Australia

Operational management & leadership of the contact centre, team of 30 consultantsProject lead to manage the implementation of a digital publishing tool Project lead to establish a centralised customer service centre for car, boat, farm & machinery traders across Australia.

Melbourne, Australia