ROLE PURPOSE

The Pricing Expert prices CX opportunities end-to-end: translating client RFP/RFI requirements into solid cost models and competitive commercial proposals. The role requires a real understanding of how a customer operation runs – operations, WFM, training, quality, support functions – and a hands-on use of AI tools to analyze and translate RFP/RFI documents faster and better.

KEY RESPONSIBILITIES

Pricing & Cost Modeling

• Build bottom-up pricing models: FTEs, productivity, shrinkage, attrition, ramp, support ratios

• Structure the right commercial model per deal (per hour, per transaction, per FTE, outcome-based)

• Run scenarios (volumes, languages, on/near/offshore mix) and secure target margins

• Ensure pricing meets group margin targets and flag deviations with clear, quantified recommendations

RFP/RFI & Bid Support

• Translate client requirements (SLAs, volumes, coverage, language mix) into pricing assumptions

• Use AI tools to parse, summarize, and translate multilingual RFP/RFI documentation

• Own the pricing sections of proposals, working closely with solutions, operations, and sales

Operational Expertise & Governance

• Challenge operational assumptions (AHT, occupancy, training duration, attrition) with credibility

• Cost all layers of the operating model: front-line operations, WFM, training, quality, team leadership, and support functions

• Continuously improve pricing templates and automate recurring modeling tasks

• Maintain cost and productivity benchmarks to sanity-check every model

• Prepare pricing approval materials and support negotiations with rapid what-if analyses

PROFILE

• 2+ years in pricing, solutioning, or commercial finance within the CX / BPO industry

• Deep knowledge of customer operations models and their cost drivers

• Advanced Excel / financial modeling skills

• Hands-on user of AI tools (Claude, ChatGPT, Copilot...) for document analysis and translation

• Fluent English

• Autonomous, rigorous, comfortable with tight bid deadlines

Pricing Analyst