NiSource is one of the largest fully regulated utility companies in the U.S., serving millions of customers across six states. We're more than an energy provider we're a team committed to innovation, inclusion, and growth. At NiSource, you'll find a workplace that encourages collaboration, supports professional development, and empowers employees to make an impact.
The E-Channels team drives and enhances digital customer experiences across web, mobile, and IVR channels by delivering intuitive, efficient, and customer-focused journeys. We leverage data insights (e.g., CSAT, containment, call drivers) to identify opportunities and prioritize improvements that deliver measurable impact. We collaborate cross-functionally to balance customer needs, technical feasibility, and regulatory requirements while ensuring timely, high-quality delivery.
The Customer Technology Product Owner will manage key digital channels that enable organizational digital processes and service transactions, utilizing agile methodology to help drive customer engagement within our digital platforms. You will be responsible for projects and processes that optimize the performance of customer self-services, such as IVR, web, mobile app, chatbots, live chat, and alerting systems.
Your responsibilities may include, but are not limited to:
- Leads the focus on innovative chat/live chat user experiences across the NiSource footprint.
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Assists in testing protocols for web, mobile, IVR, chatbot, alerts, and live chat
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Manages updates, improvements and functionality of all NiSource customer-facing Alerts programs, including a broad range of customer-facing messaging.
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Assists as backfill for IVR, Web, and mobile app.
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Leads the focus on innovative Outage and Billing & Payment Alert experiences across the NiSource footprint.
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Facilitates user research and defines application scope and product vision for assigned digital channels (Chat & Alerts).
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Manages Americans with Disabilities Act (ADA) compliance across digital channels to ensure the best experience for all customers.
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Partners across the organization and externally to benchmark NiSource performance against industry trends and solicit feedback.
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Partners across the organization and with Legal and Regulatory teams to help maintain TCPA compliance across the NiSource footprint.
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Owns and prioritizes customer feedback communication, utilizing the data to prioritize and drive enhancements.
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Manages metrics for self-service transactions across assigned digital channels, including tracking and completing monthly reporting.
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Utilizes agile methodology to drive consistent, incremental change across assigned digital channels.
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Facilitates market research to track technology/digital trends and create business cases, championing for technological advances across the NiSource footprint.
You must possess the below minimum qualifications to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates.
Minimum Qualifications
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Bachelor's degree in Business, IT, Software Engineering or other related field or equivalent work experience
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4+ years of experience in Project Management
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4+ years of experience in digital operations of IVR, web development, and mobile app
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4+ years of Agile Methodology
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5+ years of experience conducting executive leadership presentations
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Expert user with Microsoft Excel, Word, Visio, and PowerPoint
Preferred Qualifications
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6+ years of digital customer platform experience (managing customer-facing platforms including websites, chatbots, alerts programs, IVR phone systems or mobile applications).
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Experience with the utility or energy industry
Nisource, Inc.
801 E 86th Ave
Merrillville
Indiana United States
www.nisource.com
