CXAI Financial Analyst

CXAI Financial Analyst

Location: Guatemala, El Salvador

Work style: On-site

Modality: Full-time

Who We Are

Welcome to TELUS Digital - where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, 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.