CXAI Financial Analyst

About the role

Join TELUS Digital as a CXAI Financial Analyst and own the financial validation layer for the CX AI program. You will translate operational KPIs into verified financial impact, stress‑test assumptions before they reach pricing or leadership, and serve as the single point of accountability for program benefit calculations.

Key responsibilities

• Validate financial assumptions and benefit calculations for CX AI initiatives (e.g., Sanas, Agent Trainer) using workforce management and finance data.
• Own the methodology for converting operational KPIs such as automation hours, AHT reduction, containment, CSAT lift, and attrition improvement into financial value.
• Stress‑test business case assumptions before they are presented to clients, pricing teams, or leadership.
• Act as the dedicated financial interlock with the pricing team, feeding validated assumptions into pricing models.
• Identify and flag double‑counting or overlap risk across KPI lines.
• Support monthly reporting of validated net benefit for Ops Transformation leadership and senior leadership 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 and workforce management analytics, preferably in a BPO or contact‑center environment.

Required skills