Customer Technology Product Owner

Customer Technology Product Owner

Full Time Perm

Shift: Hybrid

Salary: $113,500 - 170,300, 10% annual bonus

Location: Columbus, OH, Merrillville, IN, Lexington, KY, Chester, VA, or Canonsburg, PA

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 providerwe'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.
• Assists in testing protocols for web, mobile, IVR, chatbot, alerts, and live chat
• Manages updates, improvements and functionality of all NiSource customer-facing Alerts programs, including a broad range of customer-facing messaging.
• Assists as backfill for IVR, Web, and mobile app.
• Leads the focus on innovative Outage and Billing & Payment Alert experiences across the NiSource footprint.
• Facilitates user research and defines application scope and product vision for assigned digital channels (Chat & Alerts).
• Manages Americans with Disabilities Act (ADA) compliance across digital channels to ensure the best experience for all customers.
• Partners across the organization and externally to benchmark NiSource performance against industry trends and solicit feedback.
• Partners across the organization and with Legal and Regulatory teams to help maintain TCPA compliance across the NiSource footprint.
• Owns and prioritizes customer feedback communication, utilizing the data to prioritize and drive enhancements.
• Manages metrics for self-service transactions across assigned digital channels, including tracking and completing monthly reporting.
• Utilizes agile methodology to drive consistent, incremental change across assigned digital channels.
• 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

• Bachelor's degree in Business, IT, Software Engineering or other related field or equivalent work experience
• 4+ years of experience in Project Management
• 4+ years of experience in digital operations of IVR, web development, and mobile app
• 4+ years of Agile Methodology
• 5+ years of experience conducting executive leadership presentations
• Expert user with Microsoft Excel, Word, Visio, and PowerPoint

Preferred Qualifications

• 6+ years of digital customer platform experience (managing customer-facing platforms including websites, chatbots, alerts programs, IVR phone systems or mobile applications).
• Experience with the utility or energy industry

As a public utility, NiSource is required to provide continuous service to customers at all times. To ensure we fulfill that obligation, employees may be required to work outside their normal work hours and perform tasks outside of their normal responsibilities in support of emergency operations.

Work Authorization

Authorized to work in the United States without requiring sponsorship.

Workplace Connection Value inclusion within your day to day responsibilities by respecting others perspectives/convictions, engaging others opinions, creating a safe environment where people, ideas, and opinions are valued within your Team/Customers and external partners.

Respect the unique lived experiences within your Team/Customers and external work partners by valuing different world views, challenges, and cultures that represents all walks of life and all backgrounds.

Treat others with respect and consideration. Actively participate in creating and contributing to a positive work environment.

Equal Employment Opportunity NiSource is committed to providing equal employment opportunities in each of its companies to all employees and applicants for employment without regard to race, color, religion, national origin or ancestry, veteran status, disability, gender, age, marital status, sexual orientation, gender identity, sex (including pregnancy, lactation, childbirth or related medical conditions), genetic information, citizenship status, or any protected group status as defined by law. Each employee is expected to abide by this principle.

By applying, you may be considered for other job opportunities.

ADA Accommodations

If you need a reasonable accommodation to participate in any part of the hiring process or to perform the essential functions of the position, please contact OneHR at View email address on click.appcast.io or View phone number on click.appcast.io

Safety Statement Promote a safe work environment by actively participating in all aspects of our employee safety program. Report any unsafe conditions and take actions to prevent personal injuries. Support our interdependent safety culture by ensuring the safety of your co-workers. Stay focused on the task at hand and promote productivity through good work habits.

E-Verify

NiSource participates in the U.S. Department of Homeland Security's E-Verify program. As part of this process, we provide the following notices to all job applicants: These documents inform you of your rights and responsibilities under U.S. law. You can view or download them using the links below:

• E-Verify Poster (English and Spanish) E-Verify Participation Poster English and Spanish
• Right to Work Poster (English and Spanish) If you have the right to work, don't let anyone take it away

Salary Range*:

$113,500.00 - $170,300.00

*The salary offered to a candidate is based on several factors including but not limited to the candidate's skills, job-related knowledge, and relevant experience, as well as internal pay equity .