Digital Channels Team Lead — Hybrid & Impact

Enbridge; Toronto; Hybrid; CAD 100,000 - 115,000; Full time

Benefits offered by this job

Flexible benefits

Parental leave

Retirement plan with company stock

PTO & holidays

EAP

Wellness program

FlexWork hybrid

Job summary

Enbridge is seeking a Team Lead, Digital Channels, to guide a team of digital professionals and shape a multichannel roadmap across web, mobile, IVR, chatbot, and live chat. You will collaborate with partners across Canada and the United States to deliver accessible, customer-focused solutions.

The role emphasizes leveraging data, user feedback, and performance measures to improve adoption and satisfaction, while ensuring privacy, accessibility, and governance across markets.

Qualifications

• Related university degree and six or more years of relevant experience.
• Experience leading digital transformation or multichannel service initiatives.
• Inclusive people leadership and ability to coach distributed teams.
• Understanding of agile or hybrid delivery approaches and managing multiple initiatives.

Responsibilities

• Lead, coach, and develop a team of product owners and business analysts, setting priorities.
• Shape and deliver a multichannel roadmap across web, mobile, IVR, chatbot, and live chat.
• Oversee digital initiatives from discovery through post-launch validation.
• Drive channel adoption to increase self-service and reduce contact center costs.
• Evaluate emerging technologies and trends to enhance digital customer experience.
• Champion accessible customer journeys for payments, meter reads, appointments, and service requests.
• Use feedback and metrics to improve digital adoption and satisfaction.
• Build partnerships across Operations, Tech, Security, Regulatory, Finance, vendors, and offshore providers.
• Incorporate privacy, accessibility, and governance across Canadian and U.S. markets.

Skills

Digital transformation

Customer experience

Product delivery

People leadership

Agile delivery

Stakeholder influence

Education

Related university degree

Tools

Analytics tools

Customer journey mapping

Job description

Enbridge is seeking a Team Lead, Digital Channels, to guide a team of digital professionals and shape a multichannel roadmap across web, mobile, IVR, chatbot, and live chat. You will collaborate with partners across Canada and the United States to deliver accessible, customer-focused solutions.

The role emphasizes leveraging data, user feedback, and performance measures to improve adoption and satisfaction, while ensuring privacy, accessibility, and governance across markets.