Financial Analyst – CX AI Program

About the role

Join TELUS Digital’s CX AI program as a Financial Analyst and become the single point of accountability for translating operational KPIs into verified financial impact. You will validate assumptions, stress‑test business cases, and ensure accurate benefit calculations across AI‑driven initiatives.

Key responsibilities

• Validate financial assumptions and benefit calculations for CX AI initiatives using workforce management and finance data.
• Own and apply a consistent methodology to convert operational KPIs (automation hours, AHT reduction, containment, CSAT lift, attrition improvement) into financial value.
• Stress‑test business case assumptions before they are presented to clients, pricing teams, or leadership.
• Serve as the dedicated financial interlock with the pricing team, feeding validated assumptions into pricing models.
• Identify and flag double‑counting or overlap risks across KPI lines.
• Support monthly reporting of validated net benefit for Ops Transformation leadership and senior leadership team visibility.
• Escalate disagreements on financial validity to senior stakeholders.

Required profile

• Finance or FP&A analytics background with experience building and validating financial models, ROI calculations, and benefit tracking.
• Ability to translate operational metrics (AHT, CSAT, containment, attrition) into financial terms.
• Strong financial and statistical knowledge.
• Understanding of call‑center operations metrics such as shrinkage, AHT, and occupancy.
• Workforce Management (WFM) analytics experience, preferably in a BPO or contact‑center environment.

Required skills

What we offer

• Opportunity to work on cutting‑edge AI initiatives within a global digital consultancy.
• Collaboration with cross‑functional teams including Ops, Pricing, and Product/Partnership.
• On‑site, full‑time role in Guatemala or El Salvador.