Senior Financial Data Analyst

We are seeking a Senior Financial Data Analyst, Customer Care Finance to 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.

• 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.

• 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.

• 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.

• 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.

• 3–6 years of progressive experience in finance, FP&A, or related analytical roles.
• Bachelor’s degree in Finance, Accounting, Economics, or a related field required.
• Experience supporting customer operations, call centers, or service‑based environments preferred.
• Strong financial modeling and analytical skills; advanced proficiency in Excel required.
• Experience with data visualization and BI tools (e.g., Tableau, Power BI) required.
• Familiarity with workforce management concepts and operational KPIs is a plus.
• Exposure to AI, automation, or technology‑driven process improvements is a plus.
• Strong attention to detail with the ability to synthesize large data sets into clear insights.
• Excellent communication skills and ability to partner effectively with cross‑functional teams.
• Self‑starter with a proactive approach to problem‑solving and continuous improvement.
• Some travel will be required for this role.