CXAI Financial Analyst

Job description

# **CXAI Financial Analyst** ## **Location:** Guatemala, El Salvador **Work style:** On-site **Modality**: Full-time ## **Who We Are** Welcome to [TELUS Digital](https://www.telusdigital.com/) — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of [TELUS](https://www.telus.com/en/), one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture. With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering. ## About the Role Own the financial validation layer for the CX AI program: translate operational KPIs into verified financial impact, stress-test assumptions before they reach pricing or leadership, and act as the single point of accountability for how program benefit numbers are calculated and reconciled. ## Key Responsibilities - Validate the financial assumptions and benefit calculations behind CX AI initiatives (Sanas, Agent Trainer, and others) using WFM and finance data. - Own the methodology for converting operational KPIs (automation hours, AHT reduction, containment, CSAT lift, attrition improvement) into financial value, and apply it consistently across initiatives. - Stress-test business case assumptions before they are presented to clients, Rob's pricing team, or leadership. - Act as the dedicated financial interlock with Rob and the pricing team: feed validated assumptions into pricing models rather than owning the pricing model itself. - Identify and flag double-counting or overlap risk where a benefit could be claimed across more than one KPI line or account. - Support monthly reporting of validated net benefit for Ops Transformation leadership and SLT visibility. - Escalate to Beyhan when there is disagreement on whether a claimed outcome is financially valid. ## Required Background - Finance / FP&A analytics background: comfortable building and validating financial models, ROI calculations, and benefit tracking. - Ability to translate operational metrics (AHT, CSAT, containment, attrition) into financial terms. - Financial and Statistical knowledge - Knowledge of operations (call center) management metrics Operation: SHRINKAGE , AHT, Occupancy - WFM (Workforce Management) analytics experience, ideally in a BPO or contact center environment. ## Preferred - Prior exposure to pricing models or commercial/contract structures. - Experience with business case development and stakeholder-facing reporting. - Comfortable working cross-functionally with Ops, Pricing, and Product/Partnership teams.