Job description
Job Title: Customer Experience Product Manager
Job Code: 107553
Job Summary
The Customer Experience Product Manager is responsible for delivering cross-functional strategy and thought leadership for managing and executing end-to-end improvements to customer programs and transactions (either in service request, gas and electric outages, customer account changes, and other services as needed OR billing and payments, energy usage management, and other programs and transactions as needed). This role will use business knowledge and stakeholder relationships to drive process and technology improvements, organizational efficiencies, and customer focus across the associated customer journeys that impact customer programs and transactions.
The Customer Experience Product Manager measures the current state of customer journeys against the desired state, and executes actionable plans with measurable results. The role will identify customer experience transformation and improvement opportunities by working cross-functionally to execute customer experience initiatives, develop and maintain customer experience roadmaps with action plans, and lead cross-functional teams that deliver desired customer experiences through their channels of choice.
Principal Duties and Responsibilities
- Defines, manages and executes improvements to end-to-end customer journeys by maintaining customer journey roadmaps and prioritizing work based on customer and business impact
- Partners with UX Manager to understand customer personas, conducts journey mapping workshops, and identifies friction points and opportunities for customer experience improvements
- Engages extensively with business partners to define and refine customer experience requirements and enhancements
- Partners with the Customer Insights team to benchmark CX trends, identifies key customer KPIs, and develops actionable plans to deliver on the KPIs
- Partners with Corporate Communications and Marketing to establish strategic marketing plans that drive customer awareness and adoption of new and existing programs and capabilities
- Provides strategic insights and thought leadership around delivering safe, easy, reliable customer experiences to leadership and business partners
- Develops and optimizes consistent, scalable customer experience process standards and ensures adherence across all enterprise-wide projects
- Designs and executes pilots and minimum viable products (MVPs) to quickly test, learn, and iterate on customer experience improvement opportunities
- Develops or assists in the development of comprehensive business cases for customer experience improvements
- Builds strong relationships with NiSource and State OpCo leadership to enable open communication, collaboration and alignment on the delivery of key customer initiatives
- Identifies resource requirements (as needed) required to support customer initiatives
- Successfully manages the financial budget for approved customer initiatives, as applicable
- Sets expectations with business partners and team members to achieve outcomes as one unified team focused on delivering customer top-tier customer satisfaction
- Delivers safe, easy, reliable experiences for our customers aligned to our Customer Vision and Brand Promise
- Successfully executes people, process and technology-related customer experience initiatives across the enterprise from strategy and planning to deployment
- Proactively identifies and prioritizes actionable, measurable future-state customer experience opportunities based on trends and best practices within and outside of the utility industry
- Develops concise, efficient, scalable 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 leading cross-functional teams to achieve a desired goal
Required Qualifications for Position
- Bachelor’s Degree or equivalent work experience required
- 5 or more years’ experience in a function related to Customer Experience, Program Management, or Product Management
- Superior project execution skills with strong attention to detail, critical thinking, decision-making, and innovation capabilities
- Demonstrated experience successfully leading the execution of complex process and technology-related projects across cross-functional teams
- Ability to define strategy with data gathering skills and analysis, with the ability to effectively incorporate findings into customer experience improvements
- Strong leadership and interpersonal skills, with the ability to listen to others, and drive organization-wide alignment
- Reliable and self-motivated/self-starter attitude that can lead by example
- Understanding of change management and process improvement
- Understanding of marketing strategy
- Financial acumen and experience assisting in the building of business cases; ability to present business or financial information to senior leaders
- Excellent oral, written, and interpersonal communications skills as well as skills in facilitation, with the ability to lead and influence at all levels within an organization
- PC Tools Skills: Proficient in MS Office
Disclaimer
The preceding description is not designed to be a complete list of all duties and responsibilities required of the position.
Inclusion & 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.
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.
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, genetic information, or any protected group status as defined by law. Each employee is expected to abide by this principle.
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, genetic information, 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.
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.
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.
Posting Start Date:
2023-01-05-08:00
Posting End Date (if applicable):
2023-01-19-08:00
Please note that the job posting will close on the day before the posting end date.
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