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.