Business Consultant, CX

🕒 il y a 21 jours

🇬🇧 Royaume-Uni – Télétravail

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

💼 Consultant

🇬🇧 Parrain de Visa de Travailleur Qualifié UK

Cette entreprise a parrainé des visas de Travailleur Qualifié du Royaume-Uni par le passé.

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NICE

Site WebLinkedInTous les Emplois

5001 - 10000 employés

Fondée en 1991

☁️ SaaS

🤖 Intelligence artificielle

📡 Télécommunications

SaaS • Artificial Intelligence • Telecommunications

NICE est un fournisseur leader de solutions d'automatisation du service client alimentées par l'IA, transformant les centres de contact en centres d'expérience client de classe mondiale. Leur plateforme CXone Mpower offre une automatisation complète des flux de travail du service client, intégrant agents humains et IA pour fournir des interactions client efficaces et personnalisées. Les offres de NICE comprennent l'IA pour l'expérience client, des solutions numériques et en libre-service, l'engagement et la gestion de la main-d'œuvre, ainsi que des plateformes de centres de contact entièrement basées sur le cloud. Ils sont reconnus comme un leader dans l'industrie des centres de contact en tant que service (CCaaS), fournissant des outils pour augmenter l'efficacité opérationnelle, l'engagement des employés et améliorer la satisfaction client.

Description

• Provides best practice guidance to ensure customer fully optimises their business process and maximises the full potential of the NICE offered solution(s) • Designs change strategy across people, process & technology • Serves as lead consulting program leader, creating and owning the business case for a multi-tiered customer offering, leading multi-product projects • Builds long-term relationships with customers, becoming a trusted advisor • Provides individual accountability toward assurance of customer value realisation • Identifies opportunities for additional engagements through service subscription renewals and business development • 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

🎯 Exigences

• 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

🏖️ Avantages

• Join an ever-growing, market disrupting, global company • Work in a fast-paced, collaborative, and creative environment • Opportunities for learning and growth • Endless internal career opportunities across multiple roles, disciplines, domains, and locations