Jennifer Mesenbrink

Director, Echannels @NiSource

IN, US

Work to drive improvement and innovation in NiSource customer-facing digital channels, including websites, mobile apps, IVR, chatbots and alerts. Partner with Customer Operations, IT, Customer Care Centers, Customer Insights and other teams to optimize the digital customer experience for our ~4 million customers across six states. Web: Manage the website team, focusing on delivering informative, transactional and fully responsive websites that makes it easy for customers to view and pay their bills, understand their energy usage, and report or check on outages online. NIPSCO and Columbia Gas websites earned recognition in the 2023 ESource Website Benchmarking Study as the No. 1 and No. 4 top utility websites in North America. Mobile apps: Launched Columbia Gas and NIPSCO mobile apps for Apple and Android in 2021. WIth more than 770K downloads since then, our customers are regularly using them to check balances, pay bills, view electric outage status and more. IVR: Our integrated voice response team manages the automated phone systems serving two Customer Care Center teams at NIPSCO and at Columbia Gas (serving territories in Kentucky, Maryland, Ohio, Pennsylvania and Virginia). Our IVR connects customers to self-service options or to Call Center agents. Through our IVR, customers can make payment arrangements, pay bills and check account history, report electric outages and conduct many additional transactions. Chatbots: Deployed chatbots in 2022 on NiSource websites, enabling customers to ask questions or reset their passwords, check payment status, check their balance or retrieve their account numbers. Customers can also transfer to an agent during certain hours each week. Learn more at

University of Illinois Urbana-Champaign

B.S., Journalism/News-editorial

University of Notre Dame - Mendoza College of Business

Certified Innovation Mentor