Principal Customer Insights & Reporting Lead (Statewide CPM)

Queensland Government; Brisbane; On-site; AUD 120,000 - 150,000; Full time

Job summary

Queensland Public Trustee is establishing a statewide Customer Portfolio Management function to strengthen oversight and proactive risk management in financial administration. As the Principal Customer Insights and Reporting Officer, you will build processes, governance and reporting from the ground up—translating customer and operational data into proactive customer service risk management.

This temporary full-time opportunity is statewide across Queensland, with the possibility of extension,

Responsibilities

• 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.

Job description

Queensland Public Trustee is establishing a statewide Customer Portfolio Management function to strengthen oversight and proactive risk management in financial administration. As the Principal Customer Insights and Reporting Officer, you will build processes, governance and reporting from the ground up—translating customer and operational data into proactive customer service risk management.

This temporary full-time opportunity is statewide across Queensland, with the possibility of extension,