User Experience Manager Job at NiSource
Job Title: Manager Channel Strategy
Job Code: 106496
Summary
The User Experience Channel Manager will lead the development and execution of a user experience (UX) model for customer interaction across all channels, touchpoints and customer journeys for the customer experience improvement efforts. The user experience manager will lead the facilitation of customer-centered design thinking workshops, journey-mapping workshops, and design customer features and experiences. The role will drive UX standards across all customer channels to ensure alignment to the customer strategy, and desired customer expectations.
Responsible for designing and developing interactive prototypes, conducting user experience research, and usability testing to observe user behavior to inform optimal user experiences. Accountable for working closely with Customer Experience Managers and key business stakeholders to continuously refine and tweak customer interaction across all channels.
Principal Duties and Responsibilities
- Develops and maintains the NiSource UX strategy, standards and governance
- Leads UX transformation opportunities from inception through execution for customer-focused initiatives
- Conducts industry assessments and remain knowledgeable of leading UX practices and their relevance for NiSource
- Develops UX-specific Minimum Viable Products (MVPs) and quickly learn and iterate based on customer feedback
- Ability to create prototypes, interaction models, user flows, and user interface specifications that bring the customer’s experience to life
- Partners with the Customer Insights team to define UX success metrics and measure effectiveness
- Develops or assists in development of comprehensive business cases for customer initiatives
- Influences and builds consensus on the design and development of a future-state customer experiences
- Applies UX design thinking and other analytical, critical thinking and problem-solving skills to translate functional business challenges and inefficiency gaps into customer experience improvement opportunities
- Leads journey mapping workshops to identify improvement opportunities for customers in partnership with Customer Experience Product Managers
- Proven ability to set expectations and coach team members and partners to achieve UX outcomes as one unified team focused on delivering customer value
- Evaluates existing customer experiences for their UX effectiveness including demonstrated experience using online tools to determine the effectiveness UX designs
- Develops and maintains design wireframes and specifications of best practices for projects
- Develops and maintains enterprise customer personas, and design solutions aligned to key personas
- Successfully delivers UX activities across key customer journeys and customer initiatives across all channels
- Actively supports NiSource’s customer vision and proactively identifies future-state user experience opportunities
- Dynamic, curious, and flexible to respond to emerging customer expectations and trends as they arise
- Understands UX trends in the marketplace within and outside the utility industry, and incorporates those trends into NiSource’s UX strategy
- Develops transformational and continuous improvement UX experiences to meet customer expectations from inception to implementation
- Develops consistent, efficient, scalable UX 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 facilitating cross-functional workshops to achieve a desired goal
Required Qualifications for Position
- Bachelor’s Degree in Interaction Design, User Experience Design, or similar field required or equivalent work experience
- 5+ years in Digital Engineering, User Experience Design or equivalent
- Ability to work well with ambiguity
- Artistic eye for design and the ability to think creatively while maintaining accuracy and attention to detail
- Superior UX execution skills with strong attention to detail, critical thinking, decision-making, and innovation capabilities
- An understanding of the latest design and technology trends and their role in the utility environment
- Demonstrated experience designing or re-engineering customer user experiences across all channels
- Experience comfortably contributing as an individual contributor and/or managing direct reports and vendors
- Experience using agile, lean practices
- Proven ability to facilitate workshops and manage expectations across a diverse set of stakeholders, including senior leaders
- Ability to present UX concepts to senior leaders
- Demonstrated ability to take functional business requirements and/or technical information and translate it into visual designs that are understood by a larger audience
Preferred Additional Qualifications for Position
- Web development and customer-facing front-end programming skills preferred
Disclaimer
This 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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