Company: ASDA
Role: toyou Solution Design
I work within the toyou parcel network at Asda, supporting both the existing operation and helping to shape what it becomes next.
My role is split between maintaining and improving the current system and physical processes, and designing the future of the network. On the operational side, that means ensuring processes are being followed correctly in depot, investigating issues when they arise, and identifying practical resolutions. But the more interesting part of my role is what I’d describe as supporting “ground zero” – spending time in depot and store environments, observing how things really work in practice, and identifying opportunities to improve them.
New ideas tend to come from two places: either from within our team based on experience and field observations, or from colleagues working in depots and stores who have suggestions based on their day-to-day challenges. It’s then down to us to assess whether an idea is viable, not just for one department, but for the wider business. For example, a depot might suggest a change that saves them 30 seconds per pallet, but if it adds five minutes per pallet in store, it simply isn’t workable overall.
When an idea is viable, we design and implement the new process or system. That means coordinating with multiple teams, aligning technical systems with physical operations, and ensuring the change works across depot, store and head office. The role demands technical expertise, operational understanding and adaptability. My time is divided between depot, stores, working from home and working at Asda House – each environment requiring a slightly different mindset.
There were no formal qualifications required for my role. Over 26 years with Asda, I’ve built my knowledge through experience. I started out working the grid in the warehouse after moving to Leeds and needing a job quickly.
Over the years, I’ve developed expertise across a range of systems, from user level through to subject matter expert, including Manhattan, Metapack, Cleveron, Red Prairie, Interroll, Geek+, Quadient and our in-house systems. I’m also proficient in Visual Basic for Applications and regularly write VB and macro-based tools to improve efficiency across the business.
Around 10 years ago, when the toyou proposition was being developed, my skills were needed for the new business, and I transferred across. What attracted me to the role was the fact it was brand new. Many processes and systems needed building from scratch, which gave me the opportunity to design solutions rather than simply follow existing ones. It allowed me to create what worked best for the business, not just implement someone else’s blueprint.
If I had to identify the most important skill I’ve developed, it would be empathy. I operate across depot, store and head office environments – three very different professional and social cultures. An approach that works at Asda House may not work in depot, and vice versa. The ability to adjust your tone, attitude and communication style depending on who you’re working with is incredibly valuable. Often, that adaptability is what determines whether an idea is accepted or rejected.
The best things about my role are its flexibility and variety. I can work just as effectively from home as I can in depot or at Asda House because the company has provided the tools and equipment to make that possible. And although the work is always parcel-focused, no two projects are the same. Typically, a project lasts six to nine months before being replaced by something entirely new. One period might involve improving hazmat parcel safety at depot; six months later I could be working on enabling non-standard ASCII characters in store systems so that customer names with accents or umlauts can be included in barcodes. It keeps the role fresh and eliminates any sense of routine or repetition.
In terms of career highlights, one stands out from a decade ago when Walmart wanted to consolidate warehouse systems globally. I was chosen to represent the UK and present our processes and systems. At the time, I was an hourly paid colleague sitting alongside senior managers, directors and VPs – and they listened to my opinion. That was a defining moment.
More recently, I independently designed and implemented an entirely new process, both systematic and physical, to allow the business to move from a single-carrier model to supporting multiple carriers. It took three months of intensive work and had previously been considered impossible. While parts remain under NDA, it was a significant undertaking and one I’m particularly proud of.
My journey shows that logistics isn’t just about moving parcels – it’s about designing systems, understanding people, solving complex problems and constantly evolving. With curiosity, technical skill and empathy, there are opportunities to shape how a business operates at every level.