Senior Customer Insights & Reporting Lead, Portfolio Management

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

Job summary

Queensland Public Trustee is establishing a Customer Portfolio Management function to strengthen whole-of-portfolio oversight across Financial Administration. As Principal Customer Insights and Reporting Officer, you will design and manage processes, governance and reporting to translate customer data into proactive risk management.

This is a temporary full-time opportunity until 30 June 2027, based statewide across Queensland, requiring collaboration with operational teams and senior leaders to

Qualifications

• Strong data and analytical mindset.
• Ability to translate evidence into practical improvements.

Responsibilities

• Help design and mature the statewide CPM function, including governance and reporting.
• Analyse customer and operational data to identify needs, trends, and systemic issues.
• Provide monthly reporting to senior leaders, turning evidence into recommendations.
• Monitor effectiveness of service improvements and take action as needed.
• Support end-to-end oversight of service standards and risk thresholds.
• Guide the team and contribute to future customer relationship management requirements.

Skills

Data analytics

Stakeholder collaboration

Customer-focused approach

Job description

Queensland Public Trustee is establishing a Customer Portfolio Management function to strengthen whole-of-portfolio oversight across Financial Administration. As Principal Customer Insights and Reporting Officer, you will design and manage processes, governance and reporting to translate customer data into proactive risk management.

This is a temporary full-time opportunity until 30 June 2027, based statewide across Queensland, requiring collaboration with operational teams and senior leaders to