Team Lead, Digital Channels

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

Posting End Date:

October 09, 2026

Employee Type:

Regular-Full time

Union/Non:

This is a non-union position

At Enbridge, we bring together talented people who share a commitment to safety, innovation, collaboration, and delivering meaningful results for the communities we serve. As the Team Lead, Digital Channels, you will lead the evolution of customer experiences across web, mobile, chat and voice channels. You will guide a team of digital professionals, shape a multichannel roadmap, and work with partners across Canada and the United States to deliver accessible, customer-focused solutions. If you are energized by developing people, turning insights into action, and making digital interactions simpler and more effective, we encourage you to apply.

What You Will Do:

• Lead, coach, and develop a team of product owners and business analysts, establishing clear priorities and supporting their professional growth.
• Shape and deliver a multichannel roadmap across web, mobile, IVR, chatbot, and live chat platforms.
• Oversee multiple digital initiatives from discovery and planning through implementation and post-launch validation.
• Lead channel adoption strategies that increase customer self-service utilization while reducing avoidable contact centre demand and operating costs.
• Evaluate emerging technologies, industry trends, and customer expectations to identify opportunities for innovation and enhance the digital customer experience.
• Champion accessible, intuitive customer journeys for services such as payments, meter reads, appointments, and service requests.
• Use customer feedback, performance measures, testing, and operational insights to improve digital adoption, satisfaction, and efficiency.
• Build strong partnerships with Operations, Technology, Security, Regulatory Affairs, Finance, vendors, and offshore service providers.
• Incorporate privacy, accessibility, compliance, change management, and release governance into digital solutions across Canadian and U.S. markets.

Who You Are:

• You have a related university degree and six or more years of relevant experience, or an equivalent combination of education, certification, and experience.
• You have experience leading digital transformation, customer experience, product delivery, or multichannel service initiatives.
• You are an inclusive people leader who can coach employees, build trust, remove barriers, and unite distributed teams around shared outcomes.
• You understand agile or hybrid delivery approaches and can manage concurrent initiatives, priorities, risks, performance measures, and stakeholder expectations.
• You use data to guide decisions and are comfortable working with customer experience measures such as satisfaction, resolution, containment, deflection, and conversion.
• You can influence senior stakeholders and build effective relationships across business functions, vendors, cultures, jurisdictions, and time zones.
• Experience with customer-facing digital platforms, customer journey mapping, accessibility standards, analytics tools, or customer experience management practices is considered an asset.
• Knowledge of regulatory, privacy, cybersecurity, and compliance considerations related to customer-facing digital services is preferred.
• Experience leading geographically distributed teams and supporting digital services across Canadian and U.S. markets is preferred.

Working Conditions:

• Some travel within Canada and occasionally to the United States is required.
• The role involves light physical effort and standard visual and sensory demands associated with an office environment.
• The position works with teams and partners across multiple locations and time zones, requiring flexibility to support cross-border collaboration.

Base Salary:

• Base salary ranges from $100,000 – $115,000 CAD for Ontario locations based upon candidate’s experience, skills, and internal equity.
• Applicable compensation policies and guidelines apply to internal candidates.

Benefits:

• A flexible benefits program that allows each employee to select the level of coverage needed for their family in the areas of health, dental, insurance, and disability.
• A paid maternity and parental leave benefit that offers up to 20 weeks of paid leave for birth-giving parents and up to 12 weeks for other eligible parents, providing flexibility and support during this important life event.
• Valuable retirement savings plans, including a savings plan with company stock as an investment option.
• Paid time off/vacation/sick, plus paid personal days off (depending on location), and paid holidays.
• An Employee and Family Assistance Program.
• A Wellness Program, which focuses on supporting healthier employees by providing tools, resources, and opportunities to improve physical, mental, social, and financial well-being.
• Enbridge’s FlexWork (hybrid work model) offers eligible employees (Manager and below) the option to work from home on Wednesdays and Fridays, opt for a compressed work week schedule, or have flexible start and end times. Role requirements determine your eligibility for each option. #LI-Hybrid

At Enbridge, we are dedicated to our core value of Inclusion.We are proud to bean Equal Opportunity Employer. We are committed to providing employment opportunities to all qualified individuals, without regard to age, race, color, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous status, disability, or any other reason protected by federal, state, or local law.Applicants with disabilities can request accessible formats, communication supports, or other accessibility assistance by contacting [e-mail].