Principal AI Consultant, Insurance Services

Role Overview

• 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