Job Code: 106496

Summary

The User Experience Channel Manager will lead the development and execution of a user experience (UX) model for customer interaction across all channels, touchpoints and customer journeys for the customer experience improvement efforts. The user experience manager will lead the facilitation of customer-centered design thinking workshops, journey-mapping workshops, and design customer features and experiences. The role will drive UX standards across all customer channels to ensure alignment to the customer strategy, and desired customer expectations.

Responsible for designing and developing interactive prototypes, conducting user experience research, and usability testing to observe user behavior to inform optimal user experiences. Accountable for working closely with Customer Experience Managers and key business stakeholders to continuously refine and tweak customer interaction across all channels.

• Develops and maintains the NiSource UX strategy, standards and governance
• Leads UX transformation opportunities from inception through execution for customer-focused initiatives
• Conducts industry assessments and remain knowledgeable of leading UX practices and their relevance for NiSource
• Develops UX-specific Minimum Viable Products (MVPs) and quickly learn and iterate based on customer feedback
• Ability to create prototypes, interaction models, user flows, and user interface specifications that bring the customer's experience to life
• Partners with the Customer Insights team to define UX success metrics and measure effectiveness
• Develops or assists in development of comprehensive business cases for customer initiatives
• Influences and builds consensus on the design and development of a future-state customer experiences
• Applies UX design thinking and other analytical, critical thinking and problem-solving skills to translate functional business challenges and inefficiency gaps into customer experience improvement opportunities
• Leads journey mapping workshops to identify improvement opportunities for customers in partnership with Customer Experience Product Managers
• Proven ability to set expectations and coach team members and partners to achieve UX outcomes as one unified team focused on delivering customer value
• Evaluates existing customer experiences for their UX effectiveness including demonstrated experience using online tools to determine the effectiveness UX designs
• Develops and maintains design wireframes and specifications of best practices for projects
• Develops and maintains enterprise customer personas, and design solutions aligned to key personas
• Successfully delivers UX activities across key customer journeys and customer initiatives across all channels
• Actively supports NiSource's customer vision and proactively identifies future-state user experience opportunities
• Dynamic, curious, and flexible to respond to emerging customer expectations and trends as they arise
• Understands UX trends in the marketplace within and outside the utility industry, and incorporates those trends into NiSource's UX strategy
• Develops transformational and continuous improvement UX experiences to meet customer expectations from inception to implementation
• Develops consistent, efficient, scalable UX processes to effectively execute customer initiatives
• Proven effectiveness in developing and sustaining collaborative relationships with business partners, stakeholders, and leaders within the organization
• Proven track record facilitating cross-functional workshops to achieve a desired goal

Nisource, Inc.
801 E 86th Ave
Merrillville
Indiana United States
www.nisource.com