Customer Transformation – Digital Customer Experience

Customer Transformation – Digital Customer Experience

Location:

Columbus, OH

Contract:

12 Months Work Arrangement:
Onsite

Customer Transformation supports NiSource's multi-year effort to modernize the customer experience through changes to processes, technology, and ways of working. This role partners with business leaders, subject matter experts, IT, and vendors to define future-state processes, validate requirements, streamline workflows, and assess organizational impacts. The position supports the design of scalable, customer-centered solutions while driving stakeholder engagement and readiness for testing, adoption, and rollout.

The role will also develop test scenarios, support user acceptance testing, identify and document defects, and validate that solutions meet business requirements and customer needs. This opening focuses on Customer Experience and Insights, Products and Services, and Digital Channels, including web self-service, mobile applications, and chatbots.

• Facilitate Customer Transformation program implementation and the product roadmap for omni-channel digital experiences, including web, mobile applications, and chatbots.
• Help deliver a best-in-class customer experience across company websites.
• Develop and manage business requirements and project plans in collaboration with Customer Transformation Service Integration partners and digital vendors.
• Provide strategic insight on delivering innovative, reliable, and efficient customer experiences to leadership and business partners.
• Improve self-service customer capabilities across NiSource's customer-facing websites.
• Write and execute user acceptance test scripts to ensure web development functionality and quality meet defined business requirements.
• Coordinate and execute website testing during and after deployments of enhancements.
• Partner with cross-functional teams, business stakeholders, IT, SMEs, and vendors throughout project implementation.
• Identify, document, and support resolution of defects during testing.
• Support stakeholder readiness for testing, adoption, and rollout activities.

• Demonstrated ability to understand and discuss technical concepts and digital operations.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to work effectively with cross-functional teams in a fast-paced environment.
• Excellent written and verbal communication skills.
• Proficiency with Microsoft Excel, Word, Visio, and PowerPoint.
• Experience with digital customer platforms, including customer-facing websites, chatbots, alerts programs, or mobile applications.

• Passion for improving customer experiences through digital technology.
• Experience managing customer-facing software solutions.
• Project management experience.
• Experience in the utility or energy industry.

• Confidence:
  Displays strong belief in self and team capabilities.
• Strategic Thinking:
  Anticipates future trends, assesses complex situations, and applies relevant best practices.
• Continuous Improvement:
  Challenges existing processes to identify better approaches and drive standardization.
• Inspiration:
  Promotes a positive transformation mindset and motivates others.
• Resilience / Grit:
  Demonstrates determination and maintains effectiveness during pressure and change.
• Decision Making:
  Makes and communicates timely decisions amid ambiguity or uncertainty.
• Accountability / Results Focus:
  Drives commitments and desired outcomes with urgency.
• Communication:
  Delivers concise communications and facilitates effective meetings.
• Team Development:
  Fosters collaboration, feedback, continuous improvement, and alignment across teams.

The ideal candidate is a self-initiator who thrives in fast-paced and complex project environments, can work with minimal direction, embraces change, and is passionate about improving customer experiences. The candidate should be comfortable working with new technology, collaborating across business and technical teams, and supporting digital transformation initiatives from requirements through testing, adoption, and rollout. Travel:
Willingness to travel as needed to support program requirements.

Pay rate:
Please click on the link below for our company benefits  DTI is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, gender identity, sexual orientation, national origin, ancestry, age, disability, marital status, veteran status, or any other protected characteristic under Illinois state or federal law. All qualified applicants are encouraged to apply, and employment decisions are based solely on merit, qualifications, and business needs.