Sr. Financial Analyst, Customer Service Finance

Job description

This role will be the Finance owner who controls the numbers, connects financial outcomes to business decisions, and identifies where opportunities and hidden costs exist to help leadership influence other organizations with financial evidence.

This role owns the financial case for every launch intake request within the Service Design scope, building investment models that drive go/no-go decisions based on operational cost, readiness investment, and expected downstream service value. It partners with Service Design leaders to develop cost frameworks, methodology, and upstream influence programs that ensure launches are accurately captured and that the financial cost of CS-readiness is consistently quantified, defensible, and evaluated against a clear return.

Beyond launch finance, this role enforces the financial discipline that the business needs: budget control and building the cost structure, leading planning cycles, and continuously improving the models and processes that give CS leadership the clarity to make decisions

Key job responsibilities

Launch investment modeling

build and maintain financial models for launch intake, evaluating cost, readiness investment, and expected service value to support go/no-go decisions with a clear financial rationale

Upstream influence

partner with leaders to embed financial accountability into launch planning, ensuring CS cost is a visible input before decisions are made, not an afterthought after they land

Controllership and planning :Manage Fixed Cost and Variable non productive headcount, budget accountability, actuals tracking and forecasting planning cycles

Financial performance and improvement

identify where cost structures can be optimized, where investment is misaligned with outcomes, and where the business is absorbing costs that are not necesary

Strategic financial stewardship

About the team

We are Customer Service Finance (CSF), integral partners to one of the largest Customer Service teams on Earth. We are passionate about helping customers through insightful analysis and data-driven decision-making. We collaborate globally, celebrate diverse perspectives, and support our peers to excel. If you thrive in simplifying the complex, deriving insights from numbers, and enabling teams to move thoughtfully and quickly forward, we're the team for you.

Join us to apply your financial acumen to diverse challenges, build lasting relationships, and take great strides in your career growth.