Use data to spot emerging service risks, support delivery teams and help keep customer needs at the centre of our work. Queensland Public Trustee is establishing a statewide Customer Portfolio Management (CPM) function to strengthen whole-of-portfolio oversight across Financial Administration as our service delivery model evolves. As Customer Insights and Reporting Officer, you will help turn customer and operational data into insights that identify emerging service delivery risks and support timely action.

Job details

Working under the direction of the Principal Customer Insights and Reporting Officer, you will analyse service data, highlight unresolved enquiries and service gaps, and contribute to overseeing corrective actions that support customers and delivery teams.

Why join QPT?

• Drive customer-focused improvements: Use data and insights to identify customer pain points, service delivery gaps and opportunities to enhance customer experiences.
• Shape service delivery outcomes: Contribute to initiatives that improve performance, support service standards and help delivery teams achieve key operational outcomes.
• Build your analytics and reporting capability: Gain hands-on experience interpreting data, developing reports and translating insights into meaningful business outcomes.
• Collaborate across the organisation: Work closely with stakeholders to support customer-focused initiatives, continuous improvement activities and organisational performance.

What you'll do

• 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.
• Translate customer insights and operational evidence into practical service improvements, identifying opportunities to improve responsiveness, service quality, consistency and the overall customer experience.
• 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.
• Promote a culture of continuous improvement, helping teams use customer insights, performance information and lessons learned to strengthen services and prevent recurring customer issues.

About you

• You are a curious and analytical professional who enjoys solving problems, working with data and collaborating with stakeholders to improve business outcomes. You have strong communication skills and can translate information into meaningful insights and practical recommendations.
• 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 have strong analytical and problem-solving skills, with the ability to identify service delivery risks, customer issues and opportunities for improvement.
• You enjoy collaborating with others to understand what is happening and where service delivery risk management is needed. You bring a willingness to learn and the ability to adapt as a new team develops its ways of working. You can communicate findings clearly and approach sensitive customer matters with integrity, ethics and empathy.
• Experience in operational data and analytics, including Power BI; business analysis methods such as BABOK, APQC or QGEA; is highly desirable, but not mandatory. The role reports to the Principal Customer Insights and Reporting Officer. 

Interested in applying?

Please provide the following information in your application:

• A cover letter (maximum two pages) telling us what you will bring to the role and your motivation for applying.
• Your current CV or resume (maximum three pages is recommended), including any mandatory and/or other requirements.
• Details of two referees who have a thorough knowledge of your capabilities, work performance and conduct within the previous two years. It is preferable to include your current or immediate past supervisor.

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.

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

Documents

Before applying for this vacancy please ensure you read the documents below.

• AO4 - Customer Insights and Reporting Officer (PDF, 305KB)
  Role Description