Senior Customer Insights and Research Strategist

Senior Customer Insights and Research Strategist

Full Time Perm

Way of Work: Hybrid - 3 days in-office

Location: Merrillville, IN, Columbus, OH, Chester, VA, Canonsburg, PA, or Lexington, KY

Salary: $82,200 - $123,200 plus 8% annual bonus

NiSource is one of the largest fully regulated utility companies in the U.S., serving millions of customers across six states. We’re more than an energy provider—we’re a team committed to innovation, inclusion, and growth. At NiSource, you’ll find a workplace that encourages collaboration, supports professional development, and empowers employees to make an impact.

The Senior Customer Insights and Research Strategist will facilitate our customer insights and market research initiatives. You will gather and analyze Voice of the Customer (VoC) feedback through various methods, including online panels, video discussions, focus groups, and surveys. You will translate this data into actionable insights to drive strategic business decisions and improve customer satisfaction. The Senior Customer Insights and Research Strategist will work closely with our business partners to tell data stories through dashboards, charts, graphs, and scorecards and identify significant trends and patterns to support the Voice of Customer gathered through qualitative means.

Your responsibilities may include, but are not limited to:

• Collect and analyze customer feedback to identify key pain points, preferences, and trends

• Analyze, interpret, and present quantitative and qualitative research findings

• Design and implement comprehensive market research projects, including on line panels, video discussions, focus groups, and surveys, to contribute to a culture of continuous improvement

• Develop detailed customer profiles and segmentation reports

• Develop business initiative request processing, documentation, and reporting

• Conduct secondary research, including finding information from industry associations

• Collaborate with cross-functional teams (eChannels, Products & Services, Call Center, Meter to Cash, etc.) to align customer insights with business strategies and roadmaps. Present findings and actionable recommendations to senior management and stakeholders.

• Create presentations, graphs, dashboards, charts, and scorecards utilizing Excel, PowerBI, and PowerPoint

You must possess the below minimum qualifications to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates.

Minimum Qualifications

• Bachelor's Degree or equivalent experience.

• 2+ years of experience in market research, customer insights, or a related field

• 1+ year of experience with online panels, video discussions, focus groups, and surveys

• Strong analytical skills and working knowledge of PowerBI or other data analysis tools

• Knowledge of data collection methods, search engines, web analytics, business research tools, and data relationships

Preferred Qualifications

• Certification in project management, project leadership experience or cross-functional project management experience.

• Experience in customer segmentation, customer journey mapping and customer behavioral products and eChannels technology engagement.

Disclaimer

This description is not designed to be a complete list of all duties and responsibilities required of the position

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As a public utility, NiSource is required to provide continuous service to customers at all times. To ensure we fulfill that obligation, employees may be required to work outside their normal work hours and perform tasks outside of their normal responsibilities in support of emergency operations.

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/C