CX Business Value Transformation Analyst (Remote, Any Location, United States of

Role Summary

Quantifying and communicating the ROI customers realize. The CX Business Value Analyst builds the financial and operational case for the value customers achieve with the product, translating outcomes into ROI models, TCO analyses, and compelling proof points. This role partners closely with AM and Sales to strengthen renewal, expansion, and executive-level conversations with credible, quantified evidence of impact

• Develop and maintain ROI, TCO, and business-value calculators used in customer conversations
• Conduct structured value assessments and discovery sessions with customers to quantify realized outcomes
• Partner with Account Management and Sales to build business cases supporting renewals, expansions, and upsells
• Produce customer success stories, value case studies, and benchmark data for internal and external use
• Analyze usage, adoption, and outcome data to identify value trends across the customer base
• Benchmark industry and peer data to contextualize customer results and strengthen value narratives
• Train AM and Sales teams on how to use value tools and frameworks in customer conversations
• Protect company assets, systems, proprietary and confidential information in accordance with Foundever Associate Agreement

Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s policy

Requirements

• Bachelor's degree in Finance, Business, Economics, or a related field
• 5-8 years of experience in value engineering, management consulting, financial analysis, or CX/CS analytics
• Comfort presenting analysis directly to customer and internal stakeholders
• Experience with customer success measures, value metrics and business case development
• Background in CX metrics (ARR, NRR, AHT, NPS, Churn Rate, Sales KPIs, adoption, usage-based value drivers) Preferred
• MBA or equivalent quantitative graduate coursework Preferred
• Financial and ROI modeling
• Data analysis and synthesis
• Storytelling and executive-level presentation
• Cross-functional collaboration with CS, Sales, and Product
• Customer discovery and interviewin
• Business case development

About the Company

Foundever ® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

The Global HRIS team manages an application portfolio dedicated to Foundever HR Global systems. Part of IT, the organization is responsible for a global scope of services that includes HR Application Management, HR Integration, Automation & Analytics, HR Project Delivery and Vendor Management. SAP SuccessFactors is the global HR technology platform for Foundever and supports global processes across Core HR, Talent Development, Talent Acquisition and Payroll. The Global HRIS team is responsible for delivering and sustaining a common, scalable and efficient technology stack for employees in more than 40 countries.