About the role

Aplyr's Quick Take

This role is about leveraging your deep knowledge of the insurance industry to guide the application of AI solutions within customer operations. You'll be an individual contributor, advising teams and clients on how to improve service efficiency and customer experience using AI, rather than doing technical engineering work.

Good fit

Ideal candidates have extensive experience in the insurance sector, particularly in customer operations and service workflows. A strategic mindset and strong communication skills are essential for collaborating with internal teams and clients.

Worth noting

This position is remote and focuses on practical AI applications rather than technical development, which may appeal to those who prefer a consultative role over a technical one. The emphasis on industry expertise suggests a high level of responsibility and influence within the organization.

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

Principal AI Consultant, Insurance Services, AI COE

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. This is not a technical AI engineering role. It is an industry SME role focused on helping NiCE and our customers apply AI in ways that are operationally relevant, credible, and aligned to business goals.

You will serve as a trusted advisor to internal teams and enterprise customers, bringing expert knowledge of insurance operations, policyholder journeys, service workflows, automation opportunities, regulatory sensitivity, and industry trends. You will help connect NiCE AI solutions such as Copilot, AutoSummary, Autopilot, and Conversational AI to the realities of insurance service environments and identify where AI can improve operational efficiency, service quality, employee productivity, and policyholder experience.

Key Responsibilities

Act as the Insurance Industry SME

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

Advise on AI Use Cases, Journeys, and Value

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

Support Strategic Customer and Internal Engagements

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

Raise Industry Readiness Across NiCE

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

Success in this role will be measured by:

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 (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

Skills & Tags
go rust ai data product design

Aplyr's read

NICE specializes in IT operations management, attracting tech-savvy professionals focused on enhancing IT service performance and reliability.
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