Principal Customer Insights and Reporting Officer

The Public Trustee of Queensland; Brisbane; Remote; AUD 95,000 - 130,000; Full time

Job summary

The Public Trustee of Queensland – Brisbane QLD is establishing a Customer Portfolio Management (CPM) function to strengthen whole-of-portfolio oversight across Financial Administration as our service delivery model evolves.

As Principal Customer Insights and Reporting Officer, you will help build this function from the ground up—developing and then managing the processes, governance and reporting that translate customer and operational data into proactive customer service risk management.

Responsibilities

• Design and mature the statewide CPM function, including frameworks, processes, governance and reporting of customer outcomes and service performance.
• Analyse customer and operational data to identify needs, trends, pain points and systemic issues across the portfolio.
• Provide monthly reporting to senior leaders, turning evidence into recommendations to improve customer outcomes and reduce risks.
• Monitor effectiveness of improvements and adjust actions to achieve intended outcomes.
• Support end-to-end oversight of service standards, outcomes and risk thresholds in line with statutory requirements.

Job description

Principal Customer Insights and Reporting Officer

The Public Trustee of Queensland – Brisbane QLD

Queensland Public Trustee is establishing a Customer Portfolio Management (CPM) function to strengthen whole-of-portfolio oversight across Financial Administration as our service delivery model evolves. As Principal Customer Insights and Reporting Officer, Customer Portfolio Management, you will help build this function from the ground up- developing and then managing the processes, governance and reporting that translate customer and operational data into proactive customer service risk management. Working collaboratively with operational teams and senior leaders, you will help identify risks related to unresolved enquiries, overdue tasks, service delays and systemic risks, support clear accountability and monitor corrective actions through to resolution.

This is a temporary full-time opportunity until 30 June 2027 (with possibility of extension) based statewide across Queensland.

What you'll do

• Help design and mature the statewide CPM function, including frameworks, processes, governance and reporting that provide visibility of customer outcomes, service performance, emerging risks and opportunities for improvement across the financial administration portfolio.
• Analyse customer and operational data to identify customer needs, service trends, pain points and systemic issues, including upcoming and outstanding tasks, unresolved enquiries, service delays and emerging risks.
• Provide clear advice, briefings and monthly reporting to senior and executive leaders, turning evidence into recommendations that improve customer outcomes, strengthen service delivery and reduce customer service risks.
• Monitor the effectiveness of service improvements, using data and customer insights to assess whether changes are delivering the intended outcomes and identify where further action is required.
• Support end-to-end oversight and continuous review of service standards, customer outcomes and risk thresholds, contributing to adherence to the Public Trustee Act 1978 and relevant financial administration requirements.
• Guide the Customer Insights and Reporting Officer, support the team's development and contribute business expertise to future customer relationship management requirements, customer insight capability and reporting enhancements.

About you

You bring a strong data and analytical mindset, sound judgement and a collaborative, customer-focused approach. You can connect customer and operational data with the experiences and needs of customers, identify what is driving service outcomes, and translate evidence into practical improvements.

You are able to work with operational teams and leaders to move from insight to action, strengthening service quality, responsiveness and consistency while addressing emerging customer risks. You are curious about how services can be improved and use evidence to test whether changes are making a meaningful difference for customers.

Comfortable working in an evolving environment, you will help establish practical ways of working and embed continuous improvement into the CPM function, rather than simply maintaining existing processes and reporting.

Only those persons eligible to work in Australia may be employed by QPT. Prospective employees will be required to provide proof of identity and documentary evidence of their right to work in Australia.

QPT is a value for money independent state trustee service dedicated to trust and estate administration and advancing and safeguarding the rights, interests and wishes of Queenslanders in need of financial management. We have been looking after Queenslanders and their families since 1916.