Principal AI Consultant, Insurance Services
NICE
full-time
Posted on:
Location Type: Remote
Location: United States
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Job Level
About the role
- Serve as the primary Insurance Services subject matter expert within the AI Adoption COE
- Bring deep understanding of insurance service operations, policyholder journeys, claims support processes, and operating models into internal and customer-facing conversations
- Help internal teams speak credibly to insurance priorities, service challenges, and digital transformation opportunities
- Identify high-value opportunities for AI across insurance service environments, including claims servicing, policy servicing, billing and payments, policy changes, underwriting support, FNOL (First Notice of Loss), and digital self-service
- Advise on where AI can automate workflows, augment agents, reduce service friction, and improve policyholder experience
- Connect NiCE AI capabilities to business goals, operational KPIs, and service improvement opportunities
- Help customers and internal teams understand practical considerations for AI adoption in regulated and trust-sensitive environments
- 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 insurance customers
- Educate consultants, leaders, and cross-functional teams on insurance trends, customer 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 insurance operations, contact center leadership, CX transformation, digital servicing, consulting, or industry advisory
- Deep expertise in one or more insurance sectors such as property and casualty (P&C), life insurance, health insurance, or insurtech
- Demonstrated experience advising on, implementing, or operationalizing AI and automation use cases within insurance service or operations environments
- Strong understanding of customer service and contact center operations in insurance organizations
- Strong knowledge of policyholder journeys and service processes across claims, policy servicing, billing, underwriting support, and FNOL
- Ability to connect business priorities to KPIs such as AHT, ACW, FCR, containment, CSAT, productivity, claims cycle efficiency, 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
- 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
AI implementationautomation use casesinsurance operationsdigital servicingcustomer service processesclaims servicingpolicy servicingbilling and paymentsunderwriting supportFNOL
Soft Skills
executive communicationfacilitation skillsconsulting skillsinfluencing stakeholderstrusted advisorcross-functional collaborationstrategic account planningeducational skillsnarrative shapingcustomer needs analysis