Mgr Customer Experience Communications

Job Summary
The Manager Customer Experience is responsible for overseeing all internal and external communications to support the Customer Experience function. The Manager will help enhance the customer experience at NiSource.
Essential Functions

• Develops strategic and innovative internal communication plans to include writing, reviewing, and managing business-specific updates, leadership messaging, and ad hoc communications.
• Earns trust, provides expert counsel, and effectively communicates with a wide range of internal stakeholders from the field to executive leaders.
• Defines and manages an executive communications strategy, serves as a content creator to senior executives, including supporting employee-facing events and driving the creation of compelling, executive-level presentation materials.
• Develops good understanding of customer behavior through customer data insight.
• Proactively engages business units with this understanding to help them elevate customer communication effectiveness.
• Compiles business units’ data needs, prioritizes them and develops/executes a feasible action plan to fulfill it.
• Partner with leadership to amplify workplace culture and translate business strategy into effective communications.
• Is the customer experience advocate, representing and protecting this through all strategies and decision-making.
• Works closely with other areas within Communications, HR, Operations, and more.
• Exercise extremely high judgment, particularly in narrow timeframes.
• Roll ups sleeves to get work done, even when at times it’s outside the scope of the job.
• Maintains and promotes the customer experience journey for each Operating Company brand.
• Maintains working knowledge of key customer communication and change programs and processes.

Required Qualifications For Position

• Bachelor's Degree or relevant experience in communications, journalism, or related field.
• 7-9 years Experience in communications with proven results across internal and external channels, preferably within a customer-focused organization.
• Experience communicating to a range of employee audiences including corporate, field, and frontline.
• Experience executing highly successful, creative, and complex communications plans.
• Change management experience.
• Speech writing and/or executive coaching experience.
• Excellent writing and verbal communication skills are a must, with the ability to think and communicate clearly, formulate a clear point of view on complicated issues, and create a concise and well-written narrative. High
• Solid project management skills, handling multiple tasks and evolving priorities. High
• Ability to exercise high judgment, particularly in narrow timeframes when dealing with ambiguity. High
• Adaptable and willing to pivot quickly to meet emerging demands. High
• Demonstrated attention to detail, with the ability to understand and communicate complex issues clearly and accurately. High
• Understanding of regulations and principles specific to communications for a publicly traded utilities company. Preferred High

Preferred Additional Qualifications for Position

• Master's Degree
• Experience in the utilities industry.
• 7-9 years of experience.
• Experience providing communications support for a customer-facing organization.

Physical Demands

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Constantly
• Lifting - Rarely
• Carrying - Rarely
• Pushing - Rarely
• Pulling - Rarely
• Climbing - Rarely
• Balancing - Rarely
• Stooping - Rarely
• Kneeling - Rarely
• Crouching - Rarely
• Crawling - Rarely
• Reaching - Rarely
• Handling - Occasionally
• Grasping - Occasionally
• Feeling - Rarely
• Talking - Constantly
• Hearing - Constantly
• Repetitive Motions - Frequently
• Eye/Hand/Foot Coordination - Frequently
• The preceding description is not designed to be a complete list of all duties and responsibilities required of the position.

Work Authorization

Authorized to work in the United States without requiring sponsorship.

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.

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, 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.

By applying, you may be considered for other job opportunities. 

Salary Range:

$107,000.00 - $160,500.00

Posting Start Date:

2024-11-05

Posting End Date (if applicable):

2024-11-20Please note that the job posting will close on the day before the posting end date.