Customer Technology Product Owner

Job Title: Customer Technology Product Owner  

Job Code: 107683 

Date Description Created: 10/16/2023 

Job Summary 

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. This position will be responsible for projects and processes that optimize the performance of customer self-services, such as chatbots, live chat, and alerting systems. 

Principal Duties and Responsibilities 

• Leads the focus on innovative chat/live chat user experiences across the NiSource footprint. 

• Manages updates, improvements and functionality of all NiSource customer-facing Alerts programs, including a broad range of customer-facing messaging. 

• 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. 

• Completes other duties as assigned.  

Required Qualifications for Position 

• Bachelor’s degree in Business, Marketing, Journalism, or other related field or equivalent work experience 

• Four (4) to six (6) years of experience in Project Management skills 

• Demonstrated ability to understand and discuss technical concepts and digital operations.  

• Strong analytical, troubleshooting, and problem-solving skills. 

• Ability to work with cross-functional teams in a fast-paced environment. 

• Strong written and verbal communication skills. 

• Proficient with Microsoft Excel, Word, Visio, and PowerPoint. 

• A strong understanding of Agile Methodology. 

• Knowledge of web applications. 

• Understanding of market strategy. 

Preferred Additional Qualifications for Position 

• Three (3) or more 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 preferred. 

• Sales/Marketing experience is a plus. 

• Experience with Tableau and Power BI a plus. 

Disclaimer 

The preceding description is not designed to be a complete list of all duties and responsibilities required of the position. 

Inclusion and Diversity: 

• 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 and take into consideration diversity within your Team/Customers and external work partners by valuing different world views, challenges, and cultures that represent all walks of life and all backgrounds. 

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

Safety: 

• 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.