Director, Value Realization Services

Overview of the Director, Value Realization Services at NiCE

At NiCE, we are driven by ambition and a commitment to challenge our limits. We seek game-changers who aim to set the highest standards and exceed them. If you share this drive, we offer an unparalleled career opportunity that will ignite your potential.

The Director, Value Realization Services is a senior leadership position crucial for ensuring NiCE customers achieve demonstrable business value and a strong ROI from their NiCE solutions, including CCaaS, WEM, and advanced AI-driven capabilities. This role involves leading a team of expert business consultants dedicated to driving customer transformation, fostering solution adoption, enhancing operational efficiency, managing change, establishing robust governance, and enabling data-based decision-making across the comprehensive contact center CX landscape. The ideal candidate will possess extensive consulting expertise, sharp business acumen, and deep operational knowledge to effectively guide enterprises through modern, AI-first CX strategies, ensuring that AI, CCaaS, and WEM solutions synergistically deliver meaningful and measurable outcomes.

Core Pillars of Responsibility

• Strategic Consulting & Advisory Services: Deliver comprehensive cross-portfolio consulting to assist top-tier customers in optimizing their full NiCE portfolio and achieving critical business outcomes.
• Domain-Specific Business Consulting: Lead specialized initiatives in Analytics, Quality, and Feedback to maximize efficiency and amplify CX impact.
• Organizational Change Management & Governance: Design, lead, and implement effective adoption frameworks, governance models, and operational maturity programs. This includes leading teams responsible for delivering change management initiatives to ensure seamless adoption and transformation.
• Data Analytics, Insights & Benchmarking: Develop industry benchmarks, robust KPI frameworks, and provide actionable insights to inform customer strategy and support NiCE's thought leadership position.

Key Responsibilities

• Lead and foster the growth of a high-performing consulting organization across NiCE’s diverse portfolio.
• Define strategic priorities and continuously evolve the consulting practice to solidify NiCE’s standing as a pioneering AI-first leader in Customer Experience.
• Act as a trusted advisor to senior customer executives, adeptly connecting NiCE’s solution capabilities to improvements in Key Performance Indicators, operational efficiency, and overarching business objectives.
• Ensure that teams effectively drive the adoption and optimization of NiCE solutions, consistently delivering measurable outcomes and long-term Return on Investment.
• Manage the Value Realization Services (VRS) business performance, encompassing revenue, bookings, margins, utilization rates, and subscription renewals.
• Actively expand NiCE's consulting, insights, and optimization service offerings.
• Oversee the consistent, high-quality delivery of consulting engagements, ensuring strong customer satisfaction and demonstrable value.
• Lead teams responsible for organizational change management, adoption frameworks, governance programs, and operational maturity initiatives that facilitate comprehensive customer transformation.
• Lead the development of industry benchmarks, robust KPI frameworks, and performance models to guide customer strategy and operational improvements.
• Translate complex data and insights into clear, actionable recommendations for customers.
• Partner strategically with Product and Analytics teams to leverage NiCE’s proprietary data and insights for enhanced value realization and thought leadership.
• Collaborate extensively with Sales, Product, Engineering, Marketing, and Customer Success to align strategies and ensure comprehensive field readiness.
• Represent VRS in high-level executive briefings, prominent customer forums, and impactful market-facing events.

Qualifications & Experience

• 12+ years of extensive experience in consulting, CX strategy, contact center transformation, and organizational change management within the enterprise software or SaaS industry.
• Demonstrated success in leading global teams responsible for delivering change management, governance programs, and adoption initiatives.
• Profound understanding of CCaaS, WEM, analytics, and modern CX capabilities, including the strategic application of AI to elevate outcomes.
• Strong business, financial, and operational acumen, with proven experience in managing P&L.
• Highly analytical and data-driven, capable of translating complex insights into actionable strategies and measurable business value.
• Familiarity with NiCE CXone, Enlighten AI, WEM suite, or comparable CX/AI platforms is a significant advantage.
• Proven experience in building industry benchmarks, KPI models, and data-driven frameworks.
• An MBA or an advanced degree in Business, Analytics, Data Strategy, or a related field is required.

Attributes

• A strategic thinker adept at integrating advanced capabilities—including AI—into broader CX, operational, and change management models.
• An excellent communicator with exceptional executive presence, capable of influencing and advising at the highest levels.
• Innovative, highly adaptable, and genuinely passionate about ensuring customer success, delivering measurable value, and leading transformation initiatives.

About NiCE

NiCE Ltd. (NASDAQ: NICE) is a global leader whose software products are utilized by over 25,000 businesses worldwide, including 85 of the Fortune 100 corporations. Our solutions empower companies to deliver extraordinary customer experiences, combat financial crime, and ensure public safety. Every day, NiCE software expertly manages more than 120 million customer interactions and monitors over 3 billion financial transactions.

Renowned as an innovation powerhouse, NiCE excels in AI, cloud, and digital technologies, consistently earning recognition as a market leader in its respective domains. With a dedicated team of over 8,500 employees across 30+ countries, NiCE is committed to fostering a diverse and inclusive workplace.

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.

Key skills/competency

• CX Strategy
• Contact Center Transformation
• Organizational Change Management
• AI Integration
• Value Realization
• Business Consulting
• P&L Management
• Data Analytics & Insights
• Solution Adoption
• Executive Advisory