Senior Customer Insights and Research Strategist
About The Position
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.
Requirements
- 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
Nice To Haves
- 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.
Responsibilities
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
1,001-5,000 employees
