Charli Chaplin
Brisbane,Qld
Summary
Dynamic Digital Transformation Manager with a proven track record at Translink, driving customer-centric initiatives and enhancing digital platforms. Expert in data analytics and stakeholder engagement, I successfully led the Smart Ticketing rollout, achieving significant improvements in user experience and compliance with accessibility standards. A strategic thinker with strong project management skills. Cybersecurity trained and specialising in product development and management and bridging technology and customer gap
Overview
12
12
years of professional experience
Work History
Digital Transformation Manager
Translink
Brisbane, Qld
11.2019 - Current
- Led the development and rollout of the Smart Ticketing web portal (Translink website) and mobile app, enhancing customer experience and digital transformation.
- Utilised user journeys to pinpoint enhancements, guaranteeing adherence to WCAG 2.0 and 2.1 accessibility standards.
- Oversaw team capacity and work pipelines, coordinating Developers, Test Engineers, Change Management teams, and BAU stakeholders.
- Identified development risks and initiated defect resolution processes for high-quality product delivery.
- Integrated data science and analytics into reporting for upstream and downstream stakeholders.
- Chaired JIRA daily defect meetings, collaborating with internal and external stakeholders to maintain project plans.
- Endorsed UX/UI wireframes while managing relationships with external suppliers throughout design and development phases.
- Conducted user research, feedback sessions, A/B testing, and implemented customer-driven changes to digital platforms.
- Defined rollout strategy for Smart Ticketing web portal and mobile app, aligning with customer needs and business goals to enhance market competitiveness.
- Integrated data science and analytics into stakeholder reporting to drive product enhancements based on measurable insights.
- Ensured compliance with WCAG 2.0 & 2.1 standards, conducting user research and A/B testing to improve inclusivity and usability of digital platforms.
Digital Implementation Specialist
Subway HQ
Brisbane, Qld
06.2019 - 11.2019
- Streamlined internal and external communications while executing national rollout of third-party delivery systems.
- Managed implementation of Google Tag Manager and Google Analytics, enhancing performance tracking.
- Developed communication strategies for national rollout menus directed at franchise owners.
- Oversaw integration of nationwide food delivery services, including Deliveroo, Uber Eats, and Menu Log, ensuring contractual compliance.
- Enhanced departmental synergy through workflow optimisation between design, marketing, and web implementation teams.
Digital Transformation Manager
Corecruitment
London , UK
01.2017 - 06.2019
- Managed £20,000 budget for digital transformation initiatives.
- Oversaw development and delivery of website rebrand, integrating UX insights from stakeholders.
- Facilitated stakeholder engagement throughout agile development processes.
- Presented digital rollout strategy to approvals board, securing necessary endorsements.
- Implemented comprehensive digital strategy to enhance market competitiveness.
- Established core capabilities in business consulting and project management, achieving performance targets.
- Revamped email marketing automation, boosting open rates to 35% and click-through rates to 2%.
- Mentored team members on web development best practices and digital media applications.
Digital & Website Manager - Social Media
Royal Botanic Gardens
01.2015 - 01.2017
- Led the development of a social media strategy through competitive research, platform determination, benchmarking, messaging, and audience identification.
- Established benchmarks, targets, and reporting processes across all digital channels.
- Liaised with reciprocal partners for social media and digital campaigns.
- Managed and coordinated content creation for social media accounts.
- Successfully organised digital marketing campaigns including the Hive, Write on Kew, Winter Discounts, and Kew Orchids Festival 2017 and Moomins at Kew.
Software Engineer
LOCQA
01.2013 - 01.2015
- Quality Assurance Tester for the international rollout of Siri's voice recognition software, covering AU, GB, IE, NZ, and US markets.
- Conducted iOS and macOS (OSX) testing and analysis, ensuring Siri's compatibility, accuracy, and performance in local markets.
- Worked on highly confidential projects related to iOS and macOS upgrades, contributing to final software releases.
- Identified and resolved linguistic, functional, and UI issues, improving Siri's voice recognition and user interaction.
- Collaborated with cross-functional teams to enhance speech recognition accuracy for diverse English-speaking regions.
Education
Cyber Security
Queensland TAFE
Brisbane, QLD10-2025
Front End Web Development -
The General Assembly Alumni
London, United Kingdom10-2018
Bachelor of Business - Marketing/Business Law
University of the Sunshine Coast
Skills
- Data analytics and analysis
- Web development
- User experience design
- Project management
- Stakeholder engagement
- Team leadership
- Customer focus
- Digital transformation
- Organizational development
- Business process reengineering
- Decision-making
- Adaptability and flexibility
- Problem-solving
- Product development
- Team collaboration and teamwork
- Strategic planning
- Documentation and reporting
- Effective communication
Timeline
Digital Transformation Manager
Translink
11.2019 - Current
Digital Implementation Specialist
Subway HQ
06.2019 - 11.2019
Digital Transformation Manager
Corecruitment
01.2017 - 06.2019
Digital & Website Manager - Social Media
Royal Botanic Gardens
01.2015 - 01.2017
Software Engineer
LOCQA
01.2013 - 01.2015
Cyber Security
Queensland TAFE
Front End Web Development -
The General Assembly Alumni
Bachelor of Business - Marketing/Business Law
University of the Sunshine Coast
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