NICE - Principal AI Consultant, Financial Services (AI COE)
Requirements
• 12+ years of experience in Financial Services operations, contact center leadership, CX transformation, digital servicing, consulting, or industry advisory • Deep expertise in one or more Financial Services segments such as banking, lending, mortgage servicing, insurance, wealth management, fintech, or financial BPO • Demonstrated experience advising on, implementing, or operationalizing AI and automation use cases within Financial Services service or operations environments • Strong understanding of customer service and contact center operations in Financial Services environments • Strong knowledge of customer journeys, service processes, and common friction points in regulated or trust-sensitive environments • Ability to connect business priorities to KPIs such as AHT, ACW, FCR, containment, CSAT, productivity, and cost-to-serve • Strong executive communication, facilitation, and consulting skills • Proven ability to influence senior stakeholders and act as a trusted advisor • Willingness to travel as needed • Experience working with large enterprise Financial Services organizations • Experience in contact center transformation, self-service, workflow redesign, or operational excellence • Familiarity with NiCE, Genesys, Five9, or similar platforms • Experience helping organizations evaluate, adopt, or optimize AI in service environments • Understanding of responsible AI considerations in Financial Services environments • 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
• Act as the Financial Services SME • Serve as the primary Financial Services subject matter expert within the AI Adoption COE • Bring deep understanding of Financial Services operations, customer journeys, business processes, and operating models into internal and customer-facing conversations • Help internal teams speak credibly to Financial Services priorities, service challenges, and transformation opportunities • Advise on AI Use Cases, Journeys, and Value • Identify high-value opportunities for AI across Financial Services service environments, including account servicing, lending, collections, fraud-related servicing, claims, policyholder support, and digital self-service • Advise on where AI can automate workflows, augment employees, reduce friction, and improve customer experience • Connect NiCE AI capabilities to business goals, contact center KPIs, and operational improvement opportunities • Help customers and internal teams understand practical considerations for AI adoption in trust-sensitive and regulated environments • Support Strategic Customer and Internal Engagements • Participate in executive briefings, workshops, QBRs, and strategic account conversations as an industry advisor • Support account planning and adoption conversations with industry-specific insight and executive-ready recommendations • Help shape practical, high-impact AI narratives for Financial Services customers • Raise Industry Readiness Across NiCE • Educate consultants, leaders, and cross-functional teams on Financial Services trends, service models, AI opportunities, and operational realities • Contribute to industry playbooks, messaging, point of view content, and best practices • Surface recurring customer needs, market shifts, and industry opportunities to product, strategy, and adoption leaders • Success Measures • Success Measures • Success in this role will be measured by: • Improved industry credibility in Financial Services customer engagements • Stronger alignment between NiCE AI solutions and Financial Services customer priorities • Higher quality industry-specific adoption strategies, use case recommendations, and executive narratives • Increased internal readiness and fluency in Financial Services and AI-related conversations • Meaningful contribution to customer outcomes, workflow improvement, and AI value realization
Benefits
• Enjoy NiCE-FLEX! • Enjoy NiCE-FLEX! • At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere. • Requisition ID: 10879Reporting into: Team Lead, ControllerRole Type: IC • Requisition ID: • Reporting into: • Role Type: • #LI-Hybrid • 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.
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