Job Summary
The Director of Customer Data & Analytics is a strategic leadership role responsible for developing and executing the enterprise strategy for customer data, analytics, and insights. Reporting to the VP of Data & Analytics, this leader drives measurable business impact by transforming customer data into actionable intelligence that optimizes engagement, enhances service quality, improves customer experience, and drives value creation. This role oversees customer data platforms, customer analytics roadmap, segmentation strategies, predictive modeling, and customer insight generation. The Director partners closely with Customer Experience, Customer Operations, IT, Digital, Finance, and regulatory teams to enable data-driven decision-making across the customer lifecycle. This position builds and leads a high-performing Customer Analytics team and serves as the primary thought leader for how customer data can be leveraged to reduce friction, enhance satisfaction, and unlock enterprise value - consistent with patterns in your department's other director roles (e.g., strategic leadership, cross-functional partnerships, value-first mindset, center-of-excellence model).
Essential Functions
Customer Data Strategy & Governance Define and own the enterprise customer data strategy aligned with the company's broader Data & Analytics vision. Partner with Data Governance and Data Operations to strengthen stewardship, quality, lineage, and completeness of customer data assets. Enhance accessibility and literacy of customer data across business units through improved cataloging, documentation, and data products. Customer Analytics Leadership Lead the design, development, and execution of customer segmentation, churn modeling, satisfaction/CSAT drivers, predictive insights, and value-based prioritization frameworks. Enable analytics that enhance billing, payment behavior, usage patterns, and customer service interactions, including call center, digital, and field operations data. Translate complex analytical findings into clear, actionable insights for senior leadership and operational teams - consistent with expectations in other Analytics director roles. Cross-Functional Partnership Collaborate deeply with Customer Experience, Customer Operations, Digital, Marketing, IT, and Finance to identify customer focused improvement opportunities. Support customer programs (e.g., billing modernization, customer communications, digital self-service) with data-driven insights that guide strategy and prioritization. Serve as the senior analytics advisor for customer-related initiatives, regulatory filings, customer benefit evaluations, and operational performance improvement. Value Delivery & Performance Establish KPIs, dashboards, and operating rhythms to measure customer experience performance, customer lifecycle behaviors, and impact of improvement initiatives. Lead enterprise efforts to embed customer insight into prioritization, decision-making, and long-term strategic planning. Ensure analytics outputs are actionable, measurable, and aligned with enterprise value generation.
Required Qualifications For Position
Bachelor's Degree in Information Technology, Computer Science, Data Science, Mathematics, Statistics, Economics, Engineering, or a related business or quantitative discipline. 8-10+ years of experience in analytics, customer insight, data science, or related disciplines. 3+ years of experience in direct leadership roles managing high-performing teams. Experience working in matrixed organizations with cross-functional influence. Strong background in customer analytics, predictive modeling, segmentation, and data storytelling. Strong program and project management experience with proven track-record of leading cross-functional IT/Business transformation programs. Demonstrated ability to initiate and maintain strategic stakeholder relationships to advance business goals. Ability to prioritize and manage multiple projects simultaneously and at times competing deliverables. Proven ability to work across departments collaboratively to resolve issues, drive projects to closure, achieve desired results and successfully implement change. Serve as an inclusive leader by proactively seeking out different perspectives both internally and externally Ability to develop and communicate management / executive level reporting as well as excellent oral, written and listening communication skills. Visionary, yet pragmatic; a strategic big-picture thinker who can also inform tactical decisions.
Preferred Additional Qualifications for Position
Master's Degree in Analytics, Data Science, MBA, or related field. Experience in regulated industries (utilities, energy, telecom, financial services). Experience with enterprise customer data platforms, MDM, and large-scale data transformations. Experience in customer experience design, marketing analytics, or digital product analytics.
Physical Demands
Standing - Occasionally Walking - Occasionally Sitting - Constantly Lifting - Rarely Carrying - Rarely Pushing - Rarely Pulling - Rarely Climbing - Rarely Balancing - Rarely Stooping - Rarely Kneeling - Rarely Crouching - Rarely Crawling - Rarely Reaching - Rarely Handling - Occasionally Grasping - Occasionally Feeling - Rarely Talking - Constantly Hearing - Constantly Repetitive Motions - Frequently Eye/Hand/Foot Coordination - Frequently
The preceding description is not designed to be a complete list of all duties and responsibilities required of the position.
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/Customers and external work partners by valuing different world views, challenges, and cultures that represents 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, sex (including pregnancy, lactation, childbirth or related medical conditions), genetic information, citizenship status, 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. ADA Accommodations If you need a reasonable accommodation to participate in any part of the hiring process or to perform the essential functions of the position, please contact OneHR at OneHR@nisource.comor 1-888-640-3320
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. E-Verify NiSourceparticipates in the U.S. Department of Homeland Security's E-Verify program. As part of this process, we provide the following notices to all job applicants: These documents inform you of your rights and responsibilities under U.S. law. You can view or download them using the links below:
- E-Verify Poster(English and Spanish) E-Verify Participation Poster English and Spanish
- Right to Work Poster(English and Spanish) If you have the right to work, don't let anyone take it away
Salary Range*: $160,100.00 - $240,100.00
*The salary offered to a candidate is based on several factors including but not limited to the candidate's skills, job-related knowledge, and relevant experience, as well as internal pay equity. Posting Start Date: 2026-05-18
Posting End Date (if applicable): 2026-05-23
Please note that the job posting will close on the day before the posting end date.
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NiSource Inc.
$160,100.00 - $240,100.00
May 19, 2026