Senior Business Consultant, CX

The role

This consultant will lead customers through AI-led CX/CCaaS transformations within the Value Realisation Services organisation. The role involves owning customer business cases, driving solution adoption, and delivering strategic advisory engagements to ensure ROI.

What you will do

• Provide best practice guidance to ensure customer optimises business processes and maximises NiCE solutions
• Design change strategy across people, process and technology
• Serve as lead consulting program leader for multi-tiered customer offerings
• Build long-term relationships with customers as a trusted advisor
• Deliver business improvement projects resulting in measurable business improvement
• Discover, identify and create business cases for product portfolio value
• Lead organisational change management with customers during engagements
• Manage senior stakeholder relationships and sponsorship
• Develop and deliver presentations with strategic recommendations to senior executives
• Perform financial analysis, benefits and impact analysis and create ROI models

Required qualifications

• Minimum of 5 years of experience in functions and industries in which NiCE provides services
• Hands on experience of implementing AI/Digital products from a people and process perspective
• Experience in business process improvement and Customer Success
• Proven ability to independently and effectively handle Sr. Executive audience and stakeholders
• Led project teams and demonstrated operational performance improvements
• Demonstrated experience with leading organisational change, creating governance teams and center of excellence processes
• Certification or demonstrated expertise in organisational change management
• Excellent verbal, written communication and presentation skills
• English and French and/or German speaker
• Must be willing to travel up to 30%

Nice to have

• Minimum 5 years of leadership experience in contact center environment
• Experience with contact center enterprise software, specifically deep domain experience in IVR/Routing/ACD and Work Force Management or Quality Management
• Multi-industry experience
• Consulting firm or contact center BPO experience
• Six Sigma Certification or other Process Improvement Discipline
• Change Management certification

Benefits

• NICE-FLEX hybrid model: 2 days working from the office and 3 days of remote work each week

About the company

NICE Ltd. software products are used by 25,000+ global businesses to deliver customer experiences, fight financial crime and ensure public safety. The company is an innovation powerhouse in AI, cloud and digital with over 8,500 employees across 30+ countries.