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.

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.

Principal AI Consultant, Financial Services – AI COE

Key skills