Principal AI Consultant, Insurance Services, AI COE

Principal AI Consultant, Insurance Services, AI COE USA – Remote Role Summary NiCE is seeking a Principal AI Consultant to bring deep insurance industry expertise into our AI Center of Excellence. This is a principal‑level individual contributor role for a senior insurance industry expert with significant experience in customer operations, contact center environments, digital servicing, CX transformation, and the practical application of AI in service organizations. The role focuses on helping NiCE and our customers apply AI in ways that are operationally relevant, credible, and aligned to business goals. Key Responsibilities Act as the Insurance Services subject‑matter expert within the AI Adoption COE. Provide deep understanding of insurance service operations, policyholder journeys, claims support processes, and operating models in internal and customer‑facing conversations. Advise on high‑value AI opportunities across claims servicing, policy servicing, billing and payments, policy changes, underwriting support, FNOL (First Notice of Loss), and digital self‑service. Recommend where AI can automate workflows, augment agents, reduce friction, and enhance policyholder experience. Connect NiCE AI capabilities to business goals, operational KPIs, and service improvement opportunities. Serve 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. 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. Success Measures Improved industry credibility in insurance customer engagements. Stronger alignment between NiCE AI solutions and insurance customer priorities. Higher quality industry‑specific adoption strategies, use‑case recommendations, and executive narratives. Increased internal readiness and fluency in insurance and AI‑related conversations. Meaningful contribution to customer outcomes, workflow improvement, and AI value realization. Required Qualifications 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, 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. Preferred Qualifications Experience working with large enterprise insurance organizations. Experience in contact center transformation, self‑service, workflow redesign, or operational excellence. Familiarity with NiCE, Genesys, Five9, or similar platforms. Experience helping organizations evaluate, adopt, or optimize AI in service environments. Understanding of regulatory and responsible AI considerations within insurance operations. Equal Opportunity Statement NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation, or any other category protected by law. #J-18808-Ljbffr