Principal AI Consultant, Financial Services – AI COE
NICE
full-time
Posted on:
Location Type: Remote
Location: United States
Visit company websiteExplore more
Job Level
About the role
- Serve as the primary Financial Services subject matter expert within the AI Adoption COE
- Bring deep understanding of Financial Services operations, customer journeys, business processes, and operating models into internal and customer-facing conversations
- Help internal teams speak credibly to Financial Services priorities, service challenges, and transformation opportunities
- Identify high-value opportunities for AI across Financial Services service environments, including account servicing, lending, collections, fraud-related servicing, claims, policyholder support, and digital self-service
- Advise on where AI can automate workflows, augment employees, reduce friction, and improve customer experience
- Connect NiCE AI capabilities to business goals, contact center KPIs, and operational improvement opportunities
- Participate in executive briefings, workshops, QBRs, and strategic account conversations as an industry advisor
- Support account planning and adoption conversations with industry-specific insight and executive-ready recommendations
- Help shape practical, high-impact AI narratives for Financial Services customers
- Educate consultants, leaders, and cross-functional teams on Financial Services trends, service models, AI opportunities, and operational realities
- Contribute to industry playbooks, messaging, point of view content, and best practices
- Surface recurring customer needs, market shifts, and industry opportunities to product, strategy, and adoption leaders.
Requirements
- 12+ years of experience in Financial Services operations, contact center leadership, CX transformation, digital servicing, consulting, or industry advisory
- Deep expertise in one or more Financial Services segments such as banking, lending, mortgage servicing, insurance, wealth management, fintech, or financial BPO
- Demonstrated experience advising on, implementing, or operationalizing AI and automation use cases within Financial Services service or operations environments
- Strong understanding of customer service and contact center operations in Financial Services environments
- Strong knowledge of customer journeys, service processes, and common friction points in regulated or trust-sensitive environments
- Ability to connect business priorities to KPIs such as AHT, ACW, FCR, containment, CSAT, productivity, and cost-to-serve
- Strong executive communication, facilitation, and consulting skills
- Proven ability to influence senior stakeholders and act as a trusted advisor
- Willingness to travel as needed.
Benefits
- Competitive salary
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
AIautomationcustomer experience (CX) transformationcontact center operationsfinancial services operationsconsultingdigital servicingKPI analysisoperational improvementservice processes
Soft Skills
executive communicationfacilitationconsulting skillsinfluencing senior stakeholderstrusted advisorcross-functional collaborationstrategic thinkingproblem-solvingeducational skillsnarrative shaping