Senior Business Consultant, CX

imits. 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. This is an exciting consulting position within the NiCE – Value Realisation Services (VRS) Organisation that is focused on owning our customers’ 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 , subject matter expertise, and technical savvy to lead the team to deliver bottom line 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 Portfolio Consultant: Provides best practice guidance to ensure customer fully optimises their process and maximises the full potential of the NiCE offered solution(s)Designs change strategy across people, process & technologyServes as lead consulting program leader, creating and owning the case for a multi-tiered customer offering, leading multi-product projectsBuilds long-term relationships with customers, becoming a trusted advisorProvides individual accountability toward assurance of customer value realisationIdentifies opportunities for additional engagements through service subscription renewals and development Key Responsibilities:  Responsible for the successful delivery of improvement projects resulting in highly satisfied, reference-able clients and measurable improvementDiscover, identify and create cases for value of the product portfolioLead consulting projects to drive process improvement and ensure readiness for optimal adoption and utilisation of NiCE solutions across the enterpriseLead complete, comprehensive organisational change management with customer during engagementsOwn and manage senior stakeholder relationship and ensure his/her active participation and sponsorship over the course of the engagementManage consulting program with continuous alignment with entire product implementation programEstablish and monitor progress toward success criteria for each product and BUMap case into action items and solution designAlign launch strategy with use case and value prioritiesSecure buy-in from different stakeholders (Internal and External)Provide input into technical project plan, overlaying VRS activitiesSingle point of communication for case activity and value realisationHold all parties (customer included) accountable to agreed plan and pushes execution of action itemsExpertly handle large scale customer engagements and the VRS Program with CustomersProvide expert guidance and deliver strong advisory best practice Project Management and consulting.Develop and deliver presentations with strategic recommendations for impact via NiCE Solutions to senior executivesDevelop repeat opportunities via successful delivery, credibility and thought leadershipIndependently 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 servicesMinimum 5 years of leadership experience in contact center environment preferredExperience with contact center enterprise software, and specifically deep domain experience in IVR/Routing/ACD and Work Force Management or Quality Management preferredHands 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 process improvement and Customer SuccessMust have proven ability to independently and effectively handle Sr. Executive audience and stakeholders, provide thought leadership and gain strategic partnershipLed project teams and demonstrated operational performance improvements with significant benefit.Demonstrated experience with leading organisational change, creating governance teams and center of excellence processesCertification or demonstrated expertise in organisational change managementMulti-industry experience preferredExcellent verbal, written communication and presentation skills are a mustEnglish and French and/or German speakerConsulting firm or contact center BPO experience preferred.Must be willing to travel up to 30%. Education Six Sigma Certification or other Process Improvement Discipline preferredChange Management certification preferred Enjoy NICE-FLEX!  At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere. Requisition ID: 11572 Reporting into: Director, Consulting, VRS Role Type: Individual Contributor About NiCE NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions. Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries. NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other protected by law.   Find Jobs in Germany on Arbeitnow Skills: GCO - Customer Success & Services