Senior Business Consultant, CX

This is an exciting consulting position within the NiCE – Value Realisation Services (VRS) Organisation that is focused on owning our customers’ business case and driving increased adoption and bottom-line ROI value of NICE solutions.  The ideal candidate brings a strong mix consulting and operations experience to be positioned strongly to lead customers through AI-led CX/CCaaS transformations.  As a seasoned consultant in a technology company such as NiCE, one must possess a unique blend of business, subject matter expertise, and technical savvy to lead the team to deliver bottom line business impact via our software solutions.  Candidates should be well experienced to act as a leading voice in maturing our VRS methodology and delivery of the services.

This is a hands-on position where you are personally involved in direct consulting delivery of strategic advisory engagements. This consultant will work with multiple broad groups within NiCE and must have proven ability to influence cross-functional teams with or without formal “direct-line” authority and be effective working within a matrixed organisation. 

At NiCE, the VRS Business Portfolio Consultant:

• 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

Key Responsibilities: 

• 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 his/her 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
• Secure buy-in from different stakeholders (Internal and External)
• Provide input into technical project plan, overlaying VRS activities
• Single point of communication for business case activity and value realisation
• Hold all parties (customer included) accountable to agreed plan and pushes execution of action items
• Expertly handle large scale customer engagements and the VRS Program with Customers
• Provide expert guidance and deliver strong advisory best practice Project Management and consulting.
• Develop and deliver presentations with strategic recommendations for business impact via NiCE Solutions to senior executives
• 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

Required Experience:

• 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
• Multi-industry experience preferred
• Excellent verbal, written communication and presentation skills are a must
• English and French and/or German speaker
• Consulting firm or contact center BPO experience preferred.
• Must be willing to travel up to 30%.

Education

• Six Sigma Certification or other Process Improvement Discipline preferred
• Change Management certification preferred