Data and Reporting Lead · Queensland, Australia
I build the measures, controls, and reporting leaders need to understand what is happening, why it matters, and where to act next.
Where I add value
My work sits between operational reality, technical data, and leadership accountability. I turn inconsistent definitions, changing systems, and fragmented reporting into measures people can explain and decisions they can stand behind.
View full experience →Selected work
De-identified review of client contact drivers, service friction, avoidable contacts, and improvement priorities across a large service division.
Created a de-identified baseline for service improvement prioritisation.
Read case studyMethodology for measuring productivity impacts during a major Salesforce/PACE platform transition.
Covered approximately 2,200 staff in productivity measurement logic.
Read case studyReplacement of unreliable email demand reporting with a validated, repeatable performance measurement methodology.
Replaced unreliable reporting with a validated repeatable methodology.
Read case studyMethods Lab
Explore four public-safe working models that show how I structure assurance, metric governance, transition measurement, and service improvement.
Explore the Methods LabCore practice
The work is technical, but the outcome is practical: a shared definition, a controlled process, and a clearer decision.
KPI definitions, baselines, productivity logic, cohort comparisons, and measures that remain credible when the operating environment changes.
Validation, reconciliation, exception handling, review, sign-off, and traceability for reporting that has to withstand scrutiny.
Reporting packs and clear performance narratives that connect evidence to risk, priorities, resourcing, and improvement decisions.
Metric dictionaries, ownership, Confluence source-of-truth documentation, change controls, and practical standards analysts can maintain.
Experience
2023 — Present
National Disability Insurance Agency
Leading KPI governance, assurance, service analytics, productivity measurement, and executive-ready reporting in a high-scrutiny national environment.
2024 — Present
Watson & Woollams Capital Partners
Directing financial reporting, governance, and performance review across a multi-entity portfolio.
2022 — 2023
Probe CX
Delivering workforce, SLA, telephony, payroll, billing, and campaign reporting across large contact-centre operations.
Insights
May 2026
Why metric definitions, validation rules, reconciliations, exception handling, and ownership matter more than dashboard design.
May 2026
How to avoid misleading productivity conclusions after a major system transition.
May 2026
Common failure points in reporting governance and how to make reporting easier to trust.
Start a conversation
I am open to data, reporting, governance, and performance leadership conversations.
Contact Jack