Principal Customer Insights & Reporting Lead (Temporary)

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

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.