Customer Technology Product Owner

About the role

The E-Channels team at NiSource drives and enhances digital customer experiences across web, mobile, and IVR channels. We leverage data insights 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.

Responsibilities

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

Requirements

• 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).

Benefits

At NiSource, you'll find a workplace that encourages collaboration, supports professional development, and empowers employees to make an impact. We offer competitive compensation, comprehensive benefits, and a supportive work environment.

Pay

Salary Range: $113,500.00 - $170,300.00

Schedule

Hybrid

Skills

Expert user with Microsoft Excel, Word, Visio, and PowerPoint

Benefits

Comprehensive benefits package, including health insurance, retirement plans, and paid time off.

Qualifications

• 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.

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.

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 OneHR@nisource.com or 1-888-640-3320.

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.

Posting Information

Posting Start Date: 2026-06-16
Posting End Date (if applicable): 2026-07-13