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NiSource Director E Channels (Merrillville, IN or Columbus, OH) in Merrillville, Indiana

The Director of E-Channels will drive the multi-channel strategy for NiSource through the deliverance of a plan that effectively outlines processes and techniques through best practices. This role will be accountable for leveraging the web and self-service channels to enable customer options and offerings. The Director will manage e-channel communication, contact resolution and transactions based on customer desires through preference management as well as customer security. In addition, this role will manage technological process improvements through analyzing customer feedback, and leverage new investments in business initiatives to ensure we meet customer expectations and deflect call volume.This individual will possess high level domain experience, with an outlined plan that balances interaction and customer experience. Principle Duties and Responsibilities Develop and execute NiSources e-channels (e.g mobile, web, IVR, chatbot, live chat) roadmap and strategy to deliver a superior customer experience Proactively identify customer and industry trends impacting the e-channel experience, to enhance the e-channels strategy Translate the e-channel strategic roadmap into tactical annual and quarterly plans, drive execution, and identify key performance metrics (KPIs) and success criteria A high degree of reliability and transaction completion success is expected Partner with the customer experience/insights team and NiSource business functions to identify and prioritize channel experience improvement opportunities Develop business cases: defining and articulating business requirements, costs, and benefits (customer satisfaction, revenue growth, cost reduction) for channel experience projects Actively work with cross-functional teams for timely delivery of prioritized e-channel projects Oversee the day to day management of e-channels and incident resolution Proactively identify opportunities to reduce the occurrence of incidentsQualificationsRequired for Selection: Understands the capabilities of current IT technology, as well as emerging customer/digital technologies, and their applicability to NiSource Strong knowledge and keen interest in emerging trends in technology and customer interactions Proven ability of establishing channel strategies and programs Proven ability to work across departments collaboratively to resolve issues, drive projects to closure, achieve desired results/goals, and/or implement change as needed Ability to develop cross functional partnerships Proven ability of implementing successful customer-centric initiatives Ability to interpret, analyze customer information Excellent oral and written communication skillsExperience Experience in working with different technology platforms Experience with project planning and implementation Experience in recommending process/technology innovations to improve business processes 3 5 years of Managerial leadership 3 5 years of digital strategy or related experience preferred Utility experience a plusEducationRequired for Selection: Bachelors DegreePreferred for Selection: MBA or Advanced DegreeCore Competencies Strategic Planning Decision Making Data-Driven Mindset

For immediate consideration, please apply on-line at before January 27th!

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.

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.


Job Family: Marketing and Sales