Principal AI Consultant, Insurance Services

🕒 April 2

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

🤖 Artificial Intelligence

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NICE

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1991

☁️ SaaS

🤖 Artificial Intelligence

📡 Telecommunications

SaaS • Artificial Intelligence • Telecommunications

NICE is a leading provider of AI-powered customer service automation solutions, transforming contact centers into world-class customer experience centers. Their CXone Mpower platform offers end-to-end automation of customer service workflows, integrating human and AI agents to deliver efficient and personalized customer interactions. NICE's offerings include AI for customer experience, digital and self-service solutions, workforce engagement and management, and complete cloud-based contact center platforms. They are recognized as a leader in the Contact Center as a Service (CCaaS) industry, providing tools for increased operational efficiency, employee engagement, and enhanced customer satisfaction.

📋 Description

• Serve as the primary Insurance Services subject matter expert within the AI Adoption COE • Bring deep understanding of insurance service operations, policyholder journeys, claims support processes, and operating models into internal and customer-facing conversations • Help internal teams speak credibly to insurance priorities, service challenges, and digital transformation opportunities • Identify high-value opportunities for AI across insurance service environments, including claims servicing, policy servicing, billing and payments, policy changes, underwriting support, FNOL (First Notice of Loss), and digital self-service • Advise on where AI can automate workflows, augment agents, reduce service friction, and improve policyholder experience • Connect NiCE AI capabilities to business goals, operational KPIs, and service improvement opportunities • Help customers and internal teams understand practical considerations for AI adoption in regulated and trust-sensitive environments • 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 insurance customers • Educate consultants, leaders, and cross-functional teams on insurance trends, customer 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.

🎯 Requirements

• 12+ years of experience in insurance operations, contact center leadership, CX transformation, digital servicing, consulting, or industry advisory • Deep expertise in one or more insurance sectors such as property and casualty (P&C), life insurance, health insurance, or insurtech • Demonstrated experience advising on, implementing, or operationalizing AI and automation use cases within insurance service or operations environments • Strong understanding of customer service and contact center operations in insurance organizations • Strong knowledge of policyholder journeys and service processes across claims, policy servicing, billing, underwriting support, and FNOL • Ability to connect business priorities to KPIs such as AHT, ACW, FCR, containment, CSAT, productivity, claims cycle efficiency, 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.

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Professional development opportunities