Business Consultant, CX

🕒 July 16

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💼 Consultant

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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

• 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

🎯 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

🏖️ Benefits

• 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