NiSource is one of the largest fully regulated utility companies in the U.S., serving millions of customers across six states. The UX Research and Design Specialist plays a key role in shaping intuitive and data-driven digital experiences by conducting user research, mapping customer journeys, and designing user experiences that enhance safety and satisfaction.
Prioritizes improvements and introduce changes based on value, business impact, effort and risks through user experience testing, and business case research
Works closely with customers, business partners, field and customer operations teams, and other end-users to understand current state experience needs, user behavior attitudes, and work environments
Conducts user studies, job shadows, focus groups and interviews to understand user insights. Analyzes research data to define opportunities and recommendations. Develops Personas to define user’s needs
Maps user experiences across key journeys, documenting personas, touchpoints, pain points, sentiment, processes, stakeholders and key performance indicators
Designs user experiences that increase safety, efficiency, and employee & customer satisfaction
Develops storyboards, wireframes and journey maps that inform future state development builds
Conducts capability demonstrations at key stages within the Agile and Iterative development cycle
Partners with IT, Change Management, agile development teams and other stakeholders across the organization to translate user insights into experience improvements with detailed requirements; work with project and product management teams to manage experience improvement through design, build, implementation, and sustainment
Adheres to UI/UX best practices and UI design standards
Develops and documents design standards to ensure consistency across organization
Researches, identifies, and shares industry leading UX trends and practices from both inside and outside of utility industry
Qualification
Required
Bachelor's Degree
2+ years of user research and facilitation experience
2+ years of experience in interface design and usability testing
Strong knowledge of design thinking methodologies
Preferred
Working knowledge of Figma, User Testing, Adobe XD, Optimal Workshop, Miro and associated research design and UI prototyping tools
Benefits
8% annual bonus
NiSource helps energize the lives of its nearly 4 million natural gas and electric customers across seven states.
