Business Consultant, CX

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Offers expert guidance to ensure customers fully leverage their business processes and maximize the potential of the NICE provided solutions.

• Develops change strategies encompassing people, processes, and technology.

• Acts as the principal consulting program leader, formulating and owning the business case for a multi-tiered customer offering while overseeing multi-product projects.

• Fosters long-lasting relationships with customers, establishing trust as an advisor.

• Holds individual responsibility for ensuring customer value realization.

• Recognizes opportunities for further engagements through service subscription renewals and business development initiatives.

• Ensures the successful execution of business improvement projects, leading to highly satisfied, referenceable clients and measurable enhancements in business performance.

• Identifies, discovers, and formulates business cases that demonstrate the value of the product portfolio.

• Leads consulting projects aimed at driving process improvements and ensuring business readiness for optimal adoption and utilization of NICE solutions throughout the enterprise.

• Oversees comprehensive organizational change management in collaboration with customers during engagements.

• Manages and nurtures senior stakeholder relationships, ensuring active participation and sponsorship throughout the engagement process.

• Coordinates the consulting program in continuous alignment with the complete product implementation program.

• Establishes and monitors progress against business success criteria for each product and business unit.

• Translates the business case into actionable items and solution designs.

• Aligns launch strategies with use cases and value priorities.

• Contributes to the technical project plan by integrating VRS activities.

• Cultivates repeat business opportunities through successful project delivery, credibility, and thought leadership.

• Independently conducts financial, benefits, and impact analyses, creating ROI models specific to the domain.

⛳️ Requirements

• A minimum of 5 years of experience in functions and industries relevant to the services offered by NICE.

• At least 5 years of leadership experience in a contact center environment is preferred.

• Familiarity with contact center enterprise software, particularly in IVR/Routing/ACD and Workforce Management or Quality Management is preferred.

• Practical experience implementing AI/Digital products (such as Co-pilot and Autopilot) from a people and process perspective, addressing any change management, adoption, or value realization challenges.

• Background in business process improvement and Customer Success is required.

• Must demonstrate the ability to independently and effectively engage with Sr. Executives and stakeholders, providing thought leadership and establishing strategic partnerships.

• Experience leading project teams and demonstrating operational performance improvements with significant benefits.

• Proven track record in leading organizational change, creating governance teams, and establishing center of excellence processes.

• Certification or demonstrated expertise in organizational change management is required.

• Six Sigma Certification or another Process Improvement Discipline is preferred.

🏝️ Benefits

• Become part of an expanding, market-disrupting global company.

• Engage in a fast-paced, collaborative, and creative working environment.

• Access to opportunities for learning and professional growth.

• Enjoy limitless internal career opportunities across various roles, disciplines, domains, and locations.