From opportunity to impact
When Caitlyn Molloy joined Vocus almost six years ago, she was looking for a role where she could make a real difference. She found it in sales enablement, and what followed was a career built on curiosity, adaptability and helping people succeed through change.
“I started my career in customer service roles, which shaped my passion for helping people and improving experiences,” Caitlyn says. “When I joined Vocus in 2020, I saw an opportunity to make a real impact and support teams to succeed. It felt like the perfect fit from day one.”
Caitlyn’s strong customer service foundation quickly opened new doors at Vocus. After 13 months in sales enablement, she moved into change management, where she helped lead a major CRM (Customer Relationship Management) transformation and the rollout of a first to market CPQ (Configure, Price, Quote) Salesforce solution — one of the largest projects in the business at the time.
Since then, Caitlyn has led the Sales Enablement and Change team, delivered a large-scale internal sales event, supported the recent integration of TPG’s Enterprise, Government and fixed Wholesale business and fibre network assets, with a key role on the integration team, and today works in our Transformation business unit as a Change Manager, helping deliver key strategic priorities across Vocus.
Her Vocus career journey has continued to broaden in growth, knowledge and experiences, shaped by moments where Caitlyn has been supported and encouraged to take on new opportunities and continue to develop new skills she can carry into her next challenge.
More than change management
While her title today is Change Manager, Caitlyn says the role is much broader than people might expect.
“I also step into elements of project management, business analysis, communications, training and continuous improvement,” she explains. “It’s really about connecting the dots, understanding how change impacts people, identifying risks, and making sure teams have the support they need to adapt successfully.”
That ability to move between strategy and hands-on support has been critical on transformation programs like the CPQ Salesforce solution rollout. During this major business-wide project, Caitlyn and her team supported a group of 500 team members, ensuring they had every asset they needed to succeed and all potential impacts were planned for.
Caitlyn says teamwork was key to its success.
“There wasn’t a ‘that’s not my role’ mindset,” Caitlyn says. “Just a collective focus on making sure the change landed successfully, was fit for purpose, and the team members involved felt supported throughout the process.”
Caitlyn embedded herself so deeply in the project and technology that colleagues still reach out to her with technical questions almost three years on.
Connecting and moving quickly
Caitlyn says Vocus’ culture is one of the reasons her career has been able to grow the way it has. She describes it as collaborative, non-hierarchical and focused on outcomes.
“I like to move quickly, connect with the right people, and focus on outcomes,” she says. “There’s a shared commitment to doing what’s best for our customers, which brings teams together.”
That culture was especially evident during the TPG integration. With integration happening across customers, systems and teams, the work relied on clear communication, strong risk management and close collaboration across the business.
Caitlyn’s focus was making change feel clear and manageable — helping people understand what was changing, where to find information, and how to access the right support, from business continuity updates and system guidance, to assets, training, briefings and onboarding support. For her, the reward was helping create a more unified experience for Vocus people and customers alike.
Curious about what's next
Looking ahead, Caitlyn is energised by the pace of change at Vocus and the potential of AI to support change management, from impact assessments to scaling support across the business.
Her advice to anyone starting out is simple: stay curious and keep customers and frontline teams at the centre.
“It’s easy to focus on processes or projects, but understanding who is affected and why the change matters is key,” Caitlyn says. “I love getting deep into the details to really understand what change means for end users — it’s going to be different for each part of the business. If you can connect your work back to real outcomes for customers and colleagues, you’ll make a much bigger impact.”
It’s that mix of curiosity, customer focus and willingness to step into new opportunities that has shaped Caitlyn’s Vocus journey — and continues to define how she helps her stakeholders move through change with confidence.
