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TELUS Digital

CXAI Financial Analyst

TELUS Digital Guatemala City, Guatemala Department, Guatemala

IT Services and IT Consulting · 10,001+ employees

23 h ago
Remote financial-analyst Mid (2-5 yrs) Full-time Guatemala
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About the role

The Financial Analyst will own the financial validation layer for the CX AI program by translating operational KPIs into verified financial impact. They are responsible for stress-testing business case assumptions and acting as the primary financial interlock with pricing and leadership teams.

What they look for

Financial Modeling FP&A ROI Analysis WFM Analytics Data Analysis Operational Metrics Business Case Development Pricing Models Stakeholder Reporting KPI Tracking Contact Center Management AHT CSAT Shrinkage Occupancy Financial Validation

Requirements

Candidates must have a background in Finance or FP&A analytics with experience in building financial models and ROI calculations. Proficiency in workforce management (WFM) analytics and operational metrics within a contact center or BPO environment is required.

Full description

CXAI Financial Analyst

 

Location: Guatemala, El Salvador

Work style: Hybrid

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.
  • WFM (Workforce Management) analytics experience, ideally in a BPO or contact center environment.
  • 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.

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.

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