Executive Director, Customer Portfolio Management

Your role within QBuild will support the department to partner with Queensland Government agencies to deliver their core services by providing state-wide planning, building, maintenance, and disaster response services that utilise local suppliers and QBuild tradespeople and apprentices. The work you do helps someone every day, and that means the world to us.At the forefront of strategic development and operational excellence in QBuild, the Executive Director, Customer Portfolio Management plays a pivotal role in leading the organisation towards a future-ready, digitally enabled landscape, responding swiftly to market changes with visionary leadership. This commitment extends to fostering a modern and inclusive culture, with a strong focus on customer service excellence.The Executive Director, Customer Portfolio Management at QBuild requires exemplary professional leadership and management capabilities to drive customer focused, trust-based relationships and ensure that QBuild not only meets, but exceeds expectations within its diverse portfolio of services, including planning, delivery strategy, procurement, and portfolio management. A key focus will be on addressing the unique needs of the Housing as a customer, ensuring innovative and forward-thinking service delivery aligned with industry standards.Duties IncludeLead the implementation of a customer relationship management system to enhance satisfaction, embed feedback loops, and drive continuous improvement in service delivery.Lead the strategic management and deployment of human, financial, and physical resources to ensure efficient, cost effective service delivery across planning, building, maintenance, and response functions, with a focus on housing-related outcomes, while fostering a culture of customer service, innovation, and continuous improvement.Cultivate collaborative relationships with employees, customers, and regional leaders to ensure customer needs, particularly housing-related, are understood and met with tailored solutions.Utilise advanced communication strategies to promote professional growth, ensure consistent statewide service delivery, and provide strategic advice to senior leadership on customer engagement policies and risks.Apply program management expertise to optimise benefits realisation and manage time, cost, and risk effectively.Enhance customer service quality by refining processes, establishing transparent service criteria, and using analytical techniques to assess and address operational needs.Ensure alignment with QBuild's customer strategy by fostering consistent engagement, resolving issues, and maintaining exceptional satisfaction levels, particularly in housing-related services.Collaborate with regional QBuild sectors to ensure uninterrupted service delivery, strengthen technical support structures, and implement cohesive, cost-efficient business processes across government operations.Lead the realignment of business systems, processes, and protocols to support robust reporting, statewide program delivery, and effective project management.Advocate for QBuild within the industry, community, and government, strengthening relationships and effectively communicating customer portfolio and strategy matters.Develop and execute capability models, procurement strategies, and essential resources to deliver customer-centric services, minimise risks, and align with stakeholder expectations while demonstrating economic value.Drive QBuild's leadership in the industry by fostering innovation, high performance, and continuous improvement, while upholding exemplary professional standards and core values.Implement people management strategies to build a skilled, accountable, and forward-thinking workforce, promoting positive employee relations through proactive communication, training, health and safety programs, and a respectful, discrimination-free workplace.Applications will remain current for a period of 12 months.Job Ad Reference: QLD/670960/25Closing Date: Tuesday, 2nd December 2025Occupational group Executive