Senior Finance Analyst – Customer Experience

About the role

The Senior Finance Analyst – Customer Experience will support reporting, analysis, planning and continuous improvement across outsourced services, logistics, credit and collections, merchant fees and related cost categories. You will help automate processes, improve data quality and provide transparent financial insights for the Customer Experience function.

Key responsibilities

• Support finance business partnering with analysis, reporting and practical insights across contact centre operations and related cost categories.
• Prepare and maintain budget, forecast and planning inputs for CX cost and margin areas, including volumes, handling time, FTE requirements and logistics cost drivers.
• Produce month‑end reporting, variance analysis, risk identification and performance commentary.
• Build and maintain financial models and business case analyses for CX initiatives such as outsourced operations and digital enablement.
• Identify and deliver improvements to finance processes, reporting models, data flows and system outputs using tools like Jedox, Power BI and Excel.
• Collaborate with finance, CX, operational leaders and cross‑functional teams to support data‑led decision‑making.

Required profile

• Proven ability to deliver accurate, insight‑driven analysis that supports business decisions.
• Strong communication and stakeholder engagement skills, able to explain financial information to non‑finance audiences.
• Advanced Excel proficiency and experience with reporting/planning tools such as Power BI or Jedox.
• Commercial acumen with the ability to identify risks, opportunities and translate data into meaningful insights.
• Relevant finance experience, preferably in commercial finance, FP&A or business partnering.
• CPA, CIMA, CA or equivalent qualification completed or in progress.

Required skills

• Excel (advanced)
• Power BI
• Jedox (or similar planning platform)

What we offer

• Flexible hybrid working (home and office)
• Free mobile plan and high‑speed NBN (up to 500 Mbps)
• Additional leave that can be used anytime
• Access to TPG Learning Hub and internal development opportunities
• Corporate partner discounts