Address
Form of workJob Title: Digital CX (Customer Experience) Intern
Job Code: INT010
FLSA Determination: Non-Exempt
Date Description Created: December 2022
Work Location: Merrillville, Indiana
Reports To: Customer Technology Product Owner, E-Channel
Direct Reports: 0 (Individual Contributor)
NiSource Internship Program Introduction
The 12-week NiSource Internship program starting May 20th, is a multi-faceted development experience that provides our interns with challenging and meaningful work that impacts the communities we serve. As a NiSource intern, you will have the opportunity to learn from senior leadership and build professional relationships with employees across our company. The NiSource Internship program also incorporates workshops to learn about NiSource, the energy industry and infuses learning and development opportunities that sharpen your professional skills. The robust program will aid in building the fundamentals needed to enter the energy workforce upon graduation. This position follows a hybrid schedule working in-office and remote.
Job Summary
The Digital CX Intern will be responsible for assisting with projects and processes that optimize the performance of customer self-service channels, including company websites, mobile apps, alerts and chatbots. The Digital CX intern will work with the eChannels organization to improve digital channel performance, assist in managing organizational digital processes and enhance self-service transactions. This position may also work on managing ADA compliance (Americans with Disabilities Act) and assist in managing metrics for self-service transactions.
Principal Duties and Responsibilities
• Assist in the enhancement of website, chatbot, and live chat user experiences across the NiSource footprint
• Assist in managing ADA (Americans with Disabilities Act) compliance (e.g web, mobile, IVR)
• Assist in prioritization of products based on customer feedback, market changes and business priorities
• Help address technical challenges of chat/live chat and assist through the solutioning process
• Partner across the organization and externally to benchmark trends and solicit feedback
• Help facilitate chat/live chat, alerts, and ADA user research
• Help prioritize customer feedback communication
• Assist in managing metrics for self-service transactions, including tracking monthly reporting
• Assist in testing and analyzing data for self-service channels
Selection Criteria
Required Qualifications
• A passion for improving customer experiences using technology
• Ability to work with cross-functional teams in a fast-paced environment
• General understanding of Agile methodologies
• Excellent written and verbal communication skills
• Proficient with Microsoft Excel, Word, and PowerPoint
• Analytical and problem-solving skills
• Eager to learn new skills and tools
Preferred
• Understanding of Agile Methodologies, a plus
• Utility experience, a plus
Education Required
• Pursuing a bachelor's degree or equivalent, preferably with a focus on project management, digital communications or technology
Core Competencies
• Continuous Learning
• Planning & Organization
• Collaborating
Inclusion and 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.
Safety:
• 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.
Disclaimer: The preceding description is not designed to be a complete list of all duties and responsibilities required of the position.
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, genetic information, 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.
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.
Posting Start Date:
2023-12-29
Posting End Date (if applicable):
2024-01-21Please note that the job posting will close on the day before the posting end date.
Job Code: INT010
FLSA Determination: Non-Exempt
Date Description Created: December 2022
Work Location: Merrillville, Indiana
Reports To: Customer Technology Product Owner, E-Channel
Direct Reports: 0 (Individual Contributor)
NiSource Internship Program Introduction
The 12-week NiSource Internship program starting May 20th, is a multi-faceted development experience that provides our interns with challenging and meaningful work that impacts the communities we serve. As a NiSource intern, you will have the opportunity to learn from senior leadership and build professional relationships with employees across our company. The NiSource Internship program also incorporates workshops to learn about NiSource, the energy industry and infuses learning and development opportunities that sharpen your professional skills. The robust program will aid in building the fundamentals needed to enter the energy workforce upon graduation. This position follows a hybrid schedule working in-office and remote.
Job Summary
The Digital CX Intern will be responsible for assisting with projects and processes that optimize the performance of customer self-service channels, including company websites, mobile apps, alerts and chatbots. The Digital CX intern will work with the eChannels organization to improve digital channel performance, assist in managing organizational digital processes and enhance self-service transactions. This position may also work on managing ADA compliance (Americans with Disabilities Act) and assist in managing metrics for self-service transactions.
Principal Duties and Responsibilities
• Assist in the enhancement of website, chatbot, and live chat user experiences across the NiSource footprint
• Assist in managing ADA (Americans with Disabilities Act) compliance (e.g web, mobile, IVR)
• Assist in prioritization of products based on customer feedback, market changes and business priorities
• Help address technical challenges of chat/live chat and assist through the solutioning process
• Partner across the organization and externally to benchmark trends and solicit feedback
• Help facilitate chat/live chat, alerts, and ADA user research
• Help prioritize customer feedback communication
• Assist in managing metrics for self-service transactions, including tracking monthly reporting
• Assist in testing and analyzing data for self-service channels
Selection Criteria
Required Qualifications
• A passion for improving customer experiences using technology
• Ability to work with cross-functional teams in a fast-paced environment
• General understanding of Agile methodologies
• Excellent written and verbal communication skills
• Proficient with Microsoft Excel, Word, and PowerPoint
• Analytical and problem-solving skills
• Eager to learn new skills and tools
Preferred
• Understanding of Agile Methodologies, a plus
• Utility experience, a plus
Education Required
• Pursuing a bachelor's degree or equivalent, preferably with a focus on project management, digital communications or technology
Core Competencies
• Continuous Learning
• Planning & Organization
• Collaborating
Inclusion and 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.
Safety:
• 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.
Disclaimer: The preceding description is not designed to be a complete list of all duties and responsibilities required of the position.
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, genetic information, 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.
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.
Posting Start Date:
2023-12-29
Posting End Date (if applicable):
2024-01-21Please note that the job posting will close on the day before the posting end date.
