Position Overview

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

Technical Skills

● 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

Soft Skills & Other Requirements

● Fluent English

● Autonomous, rigorous, comfortable with tight bid deadlines

Senior Pricing Analyst