Manager Customer Insights (hybrid)

Manager Customer Insights

The Manager, Customer Insights is responsible for overseeing and optimizing the overall customer experience process within the company by developing and implementing strategies to improve interactions and analyzing customer feedback. This role manages the day-to-day operations of the development and interaction with Customer Panels, and the Customer Experience team to ensure the execution of a robust closed-loop Voice of Customer (VoC) process. Responsibilities include collecting, analyzing, and interpreting customer data from various sources to generate actionable insights that inform strategic business decisions. This role will also work with cross-functional teams to identify customer trends, provide data and insights so that the organization may perform gap analysis on our current processes and measure the output of improvement initiatives across the organization.

Essential Functions

• Design and execute the customer survey process, focus groups, and other market research initiatives to gather customer feedback that inform strategic decisions.
• Integrate data from multiple sources including CRM / CIS systems, website analytics, social media, video forums, customer panels and sales data to measure customer satisfaction and increased engagement.
• Manage a work group (5-8) of professional level individual contributors with career development plans, performance management and skills' enhancement training to ensure organizational growth and continuous improvement.
• Lead work groups that effectively analyzes customer data using statistical methodology and data visualization techniques that supports the creation of dashboards, charts, graphs and scorecards that identify significant trends and service levels opportunities.
• Lead a team that effectively communicates OKRs / KPIs and supports the development of enterprise strategies and actionable plans across several customer-facing organizations.
• Manage all budget and accounting processes for work group including annual O&M projections, 3rd party vendor cost structures and the development of mitigation plans when needed.
• Create and disseminate monthly, quarterly and annual Customer Experience updates as well as 5-year projections to sponsors and key stakeholders as required.
• Support the enterprise business planning, strategy and commercial organizations in developing and designing customer-centric solutions that drive customer engagement and other duties as assigned by leadership.

Required Qualifications For Position

Preferred Additional Qualifications for Position

Work Authorization

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.

Respect the unique lived experiences within your Team / Customers and external work partners by valuing different world views, challenges, and cultures that represents 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, citizenship status, 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.

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.

E-Verify

NiSource participates in the U.S. Department of Homeland Security's E-Verify program. As part of this process, we provide the following notices to all job applicants : These documents inform you of your rights and responsibilities under U.S. law. You can view or download them using the links below :

Salary Range