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Lead Business Consultant

11 hours, 51 minutes ago
United Kingdom
Full-time
Lead
Consultant
Operations
Apply Now
Nice Côte d'Azur

Nice Côte d'Azur

Nice Côte d'Azur promotes tourism in the Nice Côte d'Azur region, offering resources for exploring the area and organizing weekend getaways that blend coastal and mountain experiences, while also providing interactive exploration games and multimedia c...

Hotels, Restaurants & Leisure
Founded 1960
View All Jobs 131

Description

  • Provide best-practice guidance to help customers optimize business processes and maximize the value of NiCE solutions.
  • Design change strategies across people, process, and technology.
  • Lead consulting programs, own the business case for multi-tiered customer offerings, and manage multi-product projects.
  • Build long-term customer relationships and serve as a trusted advisor.
  • Own accountability for customer value realisation throughout engagements.
  • Identify opportunities for additional engagements through renewals and business development.
  • Deliver business improvement projects that produce satisfied, referenceable clients and measurable outcomes.
  • Drive process improvement, business readiness, and optimal adoption and utilization of NiCE solutions across the enterprise.
  • Lead organizational change management efforts with customers during engagements.
  • Manage senior stakeholder relationships, secure sponsorship, and align multiple internal and external parties to agreed plans.
  • Provide input to technical project plans and coordinate VRS activities with the broader implementation program.
  • Develop and deliver executive presentations with strategic recommendations and financial/ROI analysis.

Requirements

  • Minimum 5 years of experience in functions and industries served by NiCE.
  • Minimum 5 years of leadership experience in a contact center environment preferred.
  • Experience with contact center enterprise software; deep domain experience in IVR, Routing, ACD, Workforce Management, or Quality Management preferred.
  • Hands-on experience implementing AI/digital products such as Co-pilot from a people and process perspective.
  • Experience in business process improvement and Customer Success.
  • Proven ability to independently manage senior executive audiences and stakeholders and build strategic partnerships.
  • Experience leading project teams and delivering operational performance improvements with significant business benefit.
  • Experience leading organizational change and creating governance teams and center of excellence processes.
  • Certification or demonstrated expertise in organizational change management.
  • Multi-industry experience preferred.
  • Excellent verbal, written communication, and presentation skills are required.
  • Consulting firm or contact center BPO experience preferred.
  • Bachelor’s degree in a related discipline.
  • Six Sigma certification or other process improvement discipline preferred.
  • Change Management certification preferred.
  • Willingness to travel up to 30%.

Benefits

  • Remote work based in the UK.
  • Role type: Individual Contributor.
  • Opportunity to work on strategic customer engagements within NiCE’s Value Realisation Services organization.
  • Exposure to large-scale contact center and CCaaS transformation programs.

Interested in this position?

Apply directly on the company website

Apply Now

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