(i.e.,) are looking for a Strategy Consultant, Labs (AI and Frontier Tech) to join the Labs Growth team and lead client engagements at the frontier of AI and emerging technology.

This is a role for someone who thrives in ambiguity — someone who can shape a problem, run an experiment, and bring a cross-functional team along for the ride.

Research indicates that certain demographic groups, such as women, may be less inclined to apply for a role unless they meet all the job requirements. If you're interested in this role, we strongly encourage you to apply, as you might be just what we're looking for. 

About the opportunity

As a Strategy Consultant in our Labs Growth team, you’ll work directly with clients to explore what’s possible with Generative and Agentic AI, and turn those possibilities into real propositions.

You’ll lead engagements end-to-end: from framing the problem and running experiments, through to developing propositions and handing validated opportunities over to the Studio team for scaled delivery. Reporting to the Director, Commercial and Growth (Labs), you’ll shape the Labs commercial pipeline and help build the practice as it grows.

Day-to-day, you’ll be:

• Shaping client proposals, pitches, and engagements, and contributing to the Labs commercial pipeline.
• Identifying industry and client opportunities, and developing propositions that apply agentic solutions and frontier technology — including hands-on experimentation with new tools and platforms.
• Leading cross-functional Labs teams of service designers, data, and technical SMEs through engagements that are often ambiguous in scope, audience, or outcome.
• Applying creative and systems thinking to help clients architect future-ready businesses and products.
• Partnering with the Studio team to hand over validated opportunities for scaled delivery.
• Helping build and evolve the Labs capability, including our methods, assets, and service offering.

What we’re looking for

We value demonstrated experience across two or more of the following areas:

• Leading work in ambiguity - you’re comfortable navigating undefined problems and shifting requirements.
• Strong problem-framing capability, including writing clear problem statements and assessing opportunities through desirability, viability, and feasibility lenses.
• Running experimental initiatives from concept through to pilot, with a clear point of view on when to iterate, pivot, or stop.
• Hands-on experience applying AI tools, with working knowledge of Agentic AI across domains like commerce, engineering, and product development.
• Facilitating design thinking workshops, with the ability to apply systems thinking to complex client challenges.
• Familiarity with service and experience design principles, an understanding of relevant technology considerations, and the ability to build business cases.
• Working knowledge of governance, data privacy, and secure-environment considerations relevant to AI and experimental technologies.
• Preparing high-quality presentations and presenting to leadership and executive audiences.

About you

• You’re an autonomous, self-starting operator - you don’t need perfect conditions to get moving.
• You lead small cross-functional teams with confidence, and you think creatively under pressure.
• You communicate clearly in writing and in person, including with senior and executive audiences.
• You’re curious about frontier technology — you experiment, you read, you form a point of view.
• You know when to push forward and when to stop. You’re comfortable with the ‘messy middle’.
• Ideally, you’ve worked in a consultancy, agency, or innovation/labs environment — and you understand the commercial side of how engagements are shaped and scoped.

The consultant we value

We value talent who put our clients first - always - with humility, sharp intellect, and unwavering integrity. A servant leader at heart, they earn trust through action, respect privacy, and consistently leave things better than they found them. Fueled by a growth mindset and lifelong learning, they adapt with intention and evolve through structured innovation. They listen deeply, share openly, align swiftly, and go boldly. Analytical and curious, they lead with initiative, form strong points of view rooted in insight and innovation, and have the courage to challenge the status quo for the better. This is the consultant who not only delivers, but inspires.

Why us?

(i.e.,), the Innovation and Experience company, is a full-service product consultancy accelerating growth for some of Australia’s most successful businesses (check our website for recent work). We employ 60+ people working in cross-functional teams to innovate and deliver outcomes powered by a product mindset, design thinking, and Agile delivery.

Work flexibility and work-life balance are core to who we are, and central to creating ‘one (i.e.,)’. You’ll have the opportunity to work on unique and exciting projects while developing your skills and shaping your career.

Some of our benefits include:

• Flexible work options
• Home technology set-up with laptop and monitor
• Generous leave programs, including 15 days life leave per year and paid parental leave
• A focus on growth and training — quarterly training days, a structured feedback and goal-setting program, and tailored learning and development experiences
• A work environment that brings people together to celebrate both socially and culturally

Respectfully, we’re not looking for help from recruitment agencies with this role. Applications should address your experience across the key areas above.

So, what’s the role all about?

The Technical Account Manager (TAM) serves as a trusted advisor to customers, ensuring their success with NiCE solutions. This role combines proactive and reactive post-implementation support to align customer priorities with NiCE’s business objectives. The TAM builds strategic relationships across client organizations, influencing tactical activities to deliver service excellence.

You will act as the primary liaison between customers and NiCE’s support teams, managing escalations, resolving critical issues, and driving best practices. As part of the Support Management Team, the TAM focuses on technical communication, escalation management, and continuous improvement.

How will you make an impact?   

• Develop deep expertise in NiCE solutions and related third-party integrations for assigned accounts.
• Monitor support activities and service trends, ensuring SLA compliance and high customer satisfaction; recommend improvements where needed.
• Serve as the first point of escalation for process issues unresolved through standard channels.
• Coordinate problem resolution across internal teams, driving actions, communication, and root cause analysis.
• Build strong relationships with customer technical teams and management stakeholders.
• Identify adoption barriers and collaborate with NiCE and customer teams to maximize solution value.
• Implement and maintain account-specific practices aligned with the global TAM operating model.
• Oversee the transition from Client Services to Support, ensuring documentation, sign-off, and readiness for ongoing success.
• Act as backup for Support Managers when required.
• Mentor and coach technical engineers.
• Advocate customer needs to Product Management, R&D, and other internal teams.
• Lead root cause analysis and best practice sessions with customers and internally.
• Participate in on-call rotations and occasional travel as part of a 24x7x365 support organization.

Have you got what it takes?

• Minimum of 5 years of project management, consulting or customer successes experience in self-service or AI software domains.
• Degree in Business, Information Technology, or a related field preferred.
• Experience with contact center enterprise software, with deep domain experience in digital/unassisted self-service channels (e.g., Google Dialog Flow).
• Knowledge management expertise.
• Experience with generative AI in the customer service domain is a plus.
• IVR/Routing/ACD/Workforce Management experience preferred.

You will have an advantage if you also have:

• Exceptional organizational and communication skills.
• Strong analytical ability to influence decisions using data.
• Proven prioritization and decision-making capabilities.
• Ability to meet deadlines while maintaining quality standards.
• Excellent problem-solving, customer service, and interpersonal skills.
• Comfortable working with diverse teams and all levels of management.
• Self-directed and effective in time-sensitive environments.
• Flexible and adaptable to evolving business needs.