Business Consultant, CX

The role

This consultant will own customer business cases and drive adoption and ROI of NICE solutions. The role involves leading AI-led CX/CCaaS transformations and delivering strategic advisory engagements.

What you will do

• Deliver business improvement projects for satisfied clients
• Discover and create business cases for product portfolio value
• Lead consulting projects to drive process improvement and business readiness
• Lead comprehensive organisational change management with customers
• Manage senior stakeholder relationships and sponsorship
• Manage consulting programs aligned with product implementation
• Establish and monitor progress toward business success criteria
• Map business case into action items and solution design
• Align launch strategy with use case and value priorities
• Provide input into technical project plans

Required qualifications

• Fluent in German, both written and spoken
• 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

Nice to have

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

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.