NICE - Business Consultant, CX
Requirements
• Minimum of 5 years of experience in functions and industries in which NiCE provides services • Minimum 5 years of leadership experience in contact center environment preferred • Experience with contact center enterprise software, and specifically deep domain experience in IVR/Routing/ACD and Work Force Management or Quality Management preferred • Hands on experience of implementing AI/Digital products (such as Co-pilot, Autopilot) from a people and process perspective (such as understanding any Change Management, adoption or Value Realisation challenges). • Experience in business process improvement and Customer Success • Must have proven ability to independently and effectively handle Sr. Executive audience and stakeholders, provide thought leadership and gain strategic partnership • Led project teams and demonstrated operational performance improvements with significant benefit. • Demonstrated experience with leading organisational change, creating governance teams and center of excellence processes • Certification or demonstrated expertise in organisational change management • Six Sigma Certification or other Process Improvement Discipline preferred • Reporting to: Director, Business Consulting, VRS. • Role type: Individual contributor • NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions. • Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
Responsibilities
• Responsible for the successful delivery of business improvement projects resulting in highly satisfied, reference-able clients and measurable business improvement • Discover, identify and create business cases for value of the product portfolio • Lead consulting projects to drive process improvement and ensure business readiness for optimal adoption and utilisation of NiCE solutions across the enterprise • Lead complete, comprehensive organisational change management with customer during engagements • Own and manage senior stakeholder relationship and ensure active participation and sponsorship over the course of the engagement • Manage consulting program with continuous alignment with entire product implementation program • Establish and monitor progress toward business success criteria for each product and BU • Map business case into action items and solution design • Align launch strategy with use case and value priorities • Provide input into technical project plan, overlaying VRS activities • Develop repeat business opportunities via successful delivery, credibility and thought leadership • Independently perform financial analysis, benefits and impact analysis and create ROI models for the specific domain
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