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.

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.

• 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. 

Workplace

• One of our values pillars is to work as OneTeam and we believe that there is no replacement for in-person collaboration but understand the value of some flexibility. Public Storage teammates are expected to work in the office five days each week with the option to take up to three flexible remote days per month. 

Public Storage is an equal opportunity employer and embraces diversity. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status. All qualified candidates are encouraged to apply.

**Sponsorship for Work Authorization is not available for this posting.  Candidates must be authorized to work in the U.S. without restrictions or requiring sponsorship now or in the future. We do not provide training plans or support for F-1 OPT, STEM OPT extensions, or future visa sponsorship.**