UX Research and Design Specialist
Full Time Perm
Way of Work: Hybrid - 3 days in-office
Location: Merrillville, IN, Columbus, OH, Chester, VA, Canonsburg, PA, or Lexington, KY
Salary: $82,200 - $123,200 plus 8% annual bonus
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 UX Designer and Researcher at NiSource plays a key role in shaping intuitive, accessible, and data‑driven digital experiences for customers and employees. This role is responsible for understanding Customer VOC needs, defining experience requirements, and translating insights into well‑designed solutions that support NiSource’s commitment to safety, reliability, efficiency, and exceptional customer experience.
Working on the Customer Experience team you will work closely with Product Owners from discovery through delivery. This includes conducting user research, mapping customer journeys, developing wireframes and prototypes, validating concepts through usability testing, and ensuring digital products meet usability, accessibility, and regulatory standards.
Your responsibilities may include, but are not limited to:
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.
Experience listed below could be obtained through a combination of school work, classes, research, or any relevant previous job or internship experiences.
You must possess the below minimum qualifications to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates.
Minimum Qualifications
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 Qualifications
Working knowledge of Figma, User Testing, Adobe XD, Optimal Workshop, Miro and associated research design and UI prototyping tools
Disclaimer
This description is not designed to be a complete list of all duties and responsibilities required of the position
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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 [email protected] or 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
NiSource participates 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*:
$82,200.00 - $123,200.00*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:
2026-02-11Posting End Date (if applicable):
2026-03-02Please note that the job posting will close on the day before the posting end date.Similar Jobs
What We Do
NiSource (NYSE: NI) helps energize the lives of its nearly 4 million natural gas and electric customers across six states. Our local utilities – Columbia Gas and NIPSCO – ensure that customers receive safe, reliable and affordable natural gas and electric service each and every day. Our business plan is focused on proactively investing in our energy infrastructure – approximately $1.4 billion a year – to ensure we meet and improve upon our customer commitments for the next 100 years. We employ more than 7,000 of our neighbors who are actively engaged in the communities we’re privileged to serve, making them great places to live and call home. NiSource is headquartered in Merrillville, Indiana – about 35 miles from Chicago – and we maintain a significant corporate presence in Columbus, Ohio. Our utility operations also span Kentucky, Maryland, Pennsylvania and Virginia
