Nice

Business Consultant, CX

operationsfull-timeUnited Kingdom - Remote

SALARY

Not listed

WORK TYPE

remote

JOB TYPE

full-time

INDUSTRY

general

Apply for this position

✦ AutoApply Let us apply to roles like this on your behalf.

Learn more

About the role

<div class="content-intro">At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.</div>So, what’s the role all about?

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.&nbsp;&nbsp;The ideal candidate brings a strong mix consulting and operations experience to be positioned strongly to lead customers through AI-led CX/CCaaS transformations.&nbsp;&nbsp;As a seasoned consultant in a technology company such as NiCE,&nbsp;one&nbsp;must&nbsp;possess&nbsp;a unique blend of business, subject matter&nbsp;expertise,&nbsp;and technical savvy to lead the team to deliver bottom line business impact via our&nbsp;software&nbsp;solutions.&nbsp;&nbsp;Candidates&nbsp;should be well experienced&nbsp;to&nbsp;act as a&nbsp;leading voice&nbsp;in maturing our&nbsp;VRS&nbsp;methodology&nbsp;and delivery of the services.&nbsp;&nbsp;

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

At&nbsp;NiCE, the&nbsp;VRS Business&nbsp;Portfolio&nbsp;Consultant:&nbsp;

<ul>

<li>Provides&nbsp;best practice guidance to ensure customer fully&nbsp;optimises&nbsp;their business process and&nbsp;maximises&nbsp;the full potential of the&nbsp;NiCE&nbsp;offered solution(s)&nbsp;&nbsp;</li>

<li>Designs change strategy across people, process &amp; technology&nbsp;</li>

<li>Serves as lead consulting program leader, creating and owning the business case for a multi-tiered customer offering, leading multi-product projects&nbsp;</li>

<li>Builds long-term relationships with customers, becoming a trusted advisor&nbsp;</li>

<li>Provides individual accountability toward assurance of customer value&nbsp;realisation&nbsp;</li>

<li>Identifies&nbsp;opportunities for&nbsp;additional&nbsp;engagements through service subscription renewals and business development&nbsp;</li>

</ul>

Key Responsibilities: &nbsp;

<ul>

<li>Responsible for the successful delivery of business improvement projects resulting in highly satisfied, reference-able clients and measurable business improvement&nbsp;</li>

<li>Discover,&nbsp;identify&nbsp;and create business cases for value of the product portfolio&nbsp;</li>

<li>Lead&nbsp;consulting projects to drive process improvement and ensure business readiness for&nbsp;optimal&nbsp;adoption and&nbsp;utilisation&nbsp;of&nbsp;NiCE&nbsp;solutions across the enterprise&nbsp;</li>

<li>Lead complete, comprehensive&nbsp;organisational&nbsp;change management with customer during engagements&nbsp;</li>

<li>Own and manage senior stakeholder relationship and ensure active participation and sponsorship over the course of the engagement&nbsp;</li>

<li>Manage consulting program with continuous alignment with entire product implementation program&nbsp;</li>

<li>Establish and&nbsp;monitor&nbsp;progress toward&nbsp;business&nbsp;success criteria for each product and&nbsp;BU&nbsp;</li>

<li>Map business case into action items and solution design&nbsp;</li>

<li>Align launch strategy with use case and value&nbsp;priorities&nbsp;</li>

<li>Provide input into technical project plan, overlaying VRS activities&nbsp;</li>

<li>Develop repeat business opportunities via successful delivery,&nbsp;credibility&nbsp;and thought leadership&nbsp;</li>

<li>Independently perform financial analysis, benefits and impact analysis and create ROI models for the specific domain&nbsp;</li>

</ul>

Required Experience:&nbsp;

<ul>

<li>Minimum of 5 years of experience in functions and industries in which&nbsp;NiCE&nbsp;provides services&nbsp;</li>

<li>Minimum 5 years of leadership experience in contact center environment preferred&nbsp;</li>

<li>Experience with contact center enterprise software, and specifically deep domain experience in&nbsp;IVR/Routing/ACD and Work Force Management&nbsp;or Quality Management&nbsp;preferred&nbsp;</li>

<li>Hands on experience of implementing AI/Digital products (such as Co-pilot, Autopilot) from a people and process&nbsp;perspective (such as&nbsp;understanding any&nbsp;Change Management,&nbsp;adoption&nbsp;or Value&nbsp;Realisation&nbsp;challenges).&nbsp;&nbsp;&nbsp;</li>

<li>Experience in business process improvement and Customer Success&nbsp;&nbsp;</li>

<li>Must have proven ability to&nbsp;independently and effectively handle Sr. Executive audience and stakeholders, provide thought leadership and gain strategic partnership&nbsp;</li>

<li>Led project&nbsp;teams and&nbsp;demonstrated&nbsp;operational performance improvements with significant benefit.&nbsp;</li>

<li>Demonstrated experience with leading&nbsp;organisational&nbsp;change, creating governance teams and center of excellence processes&nbsp;</li>

<li>Certification or&nbsp;demonstrated&nbsp;expertise&nbsp;in&nbsp;organisational&nbsp;change management&nbsp;</li>

✦ Let us apply for you

We find roles like this and apply on your behalf. Cover letter written for each one. Plans from $15/mo. Cancel anytime.

Get AutoApply

Apply now