Senior Financial Data Analyst

Job Description

We are seeking aSenior Financial Data Analyst, Customer Care Financeto support the Director and Sr. Manager of Customer Care & Ancillary Business Finance. This role will serve as a key finance partner focused exclusively on Customer Care operations, including call center performance, labor optimization, and customer experience investments.

The ideal candidate brings strong analytical capabilities, a proactive mindset, and the ability to translate data into actionable insights. This role will play a critical part in supporting financial planning, operational decision-making, and emerging AI-driven initiatives within Customer Care.

This is a high-visibility role that offers the opportunity to influence business performance while helping shape the future of customer interactions through technology and data.

Key Responsibilities

Financial Planning & Analysis

• Support budgeting, forecasting, and long-range planning processes for Customer Care operations.
• Analyze key cost drivers, including labor, staffing models, vendor costs, and technology investments.
• Develop and maintain financial models to evaluate operational performance and support decision-making.
• Partner with finance leadership to deliver accurate and timely financial forecasts and variance analysis.

Customer Care Performance & Reporting

• Own and enhance reporting for call center operations, including KPIs such as call volume, handle time, service levels, and cost per contact.
• Translate operational metrics into financial insights to identify trends, risks, and opportunities.
• Prepare monthly management reporting packages and present findings to finance and operations leadership.
• Support development of dashboards and reporting tools to improve visibility into performance.

Business Partnership

• Partner closely with Customer Care and Call Center leadership to drive cost efficiency and service excellence.
• Provide data-driven recommendations to optimize staffing models, scheduling, and resource allocation.
• Support evaluation of vendor performance and outsourcing decisions where applicable.
• Assist in identifying and executing process improvement initiatives.

AI & Automation Support

• Support financial analysis and ROI evaluation for AI-driven initiatives, including chatbots and AI-assisted call center agents.
• Track performance of automation tools and compare expected vs. actual financial and operational outcomes.
• Help build business cases for new technology investments and continuous improvement initiatives.
• Collaborate with Technology and Operations teams to refine KPIs and reporting for AI effectiveness.