VP Customer Solutions Products & Services

Job Summary
The Vice President Products & Services is responsible for growth initiatives across all NiSource territories. This position will be responsible for managing and building a P&L to add accretive value to NiSource's key objectives of 6-8% earnings growth, develop customer programs to enable regulatory margin and customer satisfaction, and support new rate base investment opportunities. This position will work with all of the utility presidents, SVP Customer Services and Engagement, regulatory, and multiple other entities. These programs will require knowledge of multiple business models, regulatory constructs, regulated and nonregulated operations, Telecommunications Consumer Protection Act (TCPA), field services, obligor requirements, energy efficiency, telecommunications business, acquisition metrics, volumetric and customized structures, and more. Ensuring compliance, cost allocations, code of conducts, and working with the legislative and regulatory teams to modify constructs will be essential. Outline requirements and specifications for technology enhancements to enable cost effective program acquisition, work with call center operations for adoption, and external vendors.

Essential Functions

Strategic Leadership Proven leadership that holds direct reports and their teams accountable for results Experience leading and overseeing complex disciplines in a highly matrixed organization Develops the overall plan for P&L growth and implements business plans for accretive business cases

Customer Solutions: P&L Defines NiSource’s customer solutions and P&L strategy using an inclusive approach and in alignment with key peer executives Builds effective business cases to secure necessary approvals, identifies and prioritizes initiatives, utilizes a risk based mentality to prioritize Leverages existing and new customer research to understand current and future consumer needs, expectations and perceptions and develop solutions Responsible for establishing a long-term plan for the Customer Solutions function that includes a focus on EBIT growth, regulatory enablement, and customer satisfaction Applies a continuous improvement mindset

Safety Accountable for employee and public safety within customer solutions function Provides visible leadership by participating in safety kick-offs, executive safety observations, meetings, incident reviews and other events Continuously prioritizes risk mitigation efforts through the risk assessment, audit and compliance processes

Financial Management Accountable for the productive use of both capital and O&M dollars to build accretive P&L Rigorous business case methodologies Prioritizes investments that systemically and efficiently deliver service integrity for NiSource’s stakeholders

Talent Management Proactively develops direct reports and other key leaders to ensure strong succession and bench strength Is passionate about employee engagement and ensures robust plans are in place to create positive employee experiences Leads the journey to advance our workforce to better represent the communities that NiSource serves

Required Qualifications For Position

Bachelor's Degree in Business, Finance, Engineering or related field

10 or more years of progressively responsible experience, five of which were in a leadership role.

Experience with utilities and utility products & services models.

True P&L experience in residential and business spaces.

Knowledge of utility regulatory and Code of Conduct requirements

Technical Skills Strong customer, employee, financial, business, operational and regulatory acumen Direct experience with home services programs Direct experience with energy efficiency programs Direct experience with compliance in a utility space for customer programs Direct knowledge of energy efficiency measures, obligor requirements, trade ally programs in gas and electric operations Capability to facilitate strategic discussions to develop the organization’s P&L Innovation, development and implementation of new/improved customer solutions Develop relationships and networks within NiSource and make decisions to ensure overall business needs are met Experience in aligning communication, accountabilities, resource capabilities, internal processes, and ongoing measurement systems to ensure that strategic priorities yield sustainable results Proven results-oriented record, with ability to develop and execute strategies

Interpersonal Skills Curious, innovator, and uses critical thinking to understand strategic implications Serves as an inclusive leader by proactively seeking out different perspectives both internally and externally Strong partnering skills and ability to understand uni