Team Lead, Digital Channels

Posting End Date:

February 25, 2026

Employee Type:

Regular-Full time

Union/Non:

This is a non-union position

Are you passionate about digital transformation and leading teams to success? At Enbridge, we are looking for a dedicated and ambitious individual to join our team as a Team Lead Digital Channels. This role offers an outstanding opportunity to drive world-class digital initiatives and customer experiences across web, mobile, IVR, and chat (bot and live) channels.

If you're ready to lead a dynamic team and drive digital excellence, we want to hear from you. Apply today and become a part of Enbridge’s journey towards crafting flawless digital experiences for our customers!

What You Will Do:

• Own responsibility for planning, delivering, and continuously improving customer‑facing experiences

• Lead, mentor, and develop a team of 3-5 product owners/business analysts; set goals, remove impediments, and grow digital/channel expertise.

• Encourage a culture of cooperation across regions, ensuring agreement on priorities and adherence to regional regulations (e.g., privacy, accessibility).

• Manage distributed teams in multiple time zones; implement communication rhythms and paths for addressing blocking issues for delivery.

• Own and prioritize a multi-channel roadmap using customer impact, compliance risk, and value sizing; maintain transparent status and important metrics.

• Plan and manage simultaneous projects (Agile and hybrid), from discovery through release and post-production validation across Canadian and U.S. markets.

• Provide guidance on call flows and containment goals for IVR; ensure alignment with both Canadian and U.S. telephony regulations.

• Define proactive intents and dialog policies for chatbots; optimize bot containment and handoff to live agents; embed sentiment analysis across regions.

• Deliver groundbreaking, customer-focused online/mobile experiences; identify task-based journeys (meter reads, payments, appointments, service requests) with accessibility and innovative CX.

• Support CX metrics (CSAT/NPS, First Contact Resolution, Containment, Deflection, Conversion); instrument dashboards and operational reporting.

• Drive A/B tests and experiment pipelines; translate insights into backlog priorities.

• Incorporate adherence and audit readiness for Canadian and U.S. privacy regulations; keep records, approvals, and traceability for releases and vendor deliverables.

• Coordinate change management and training for front-line teams in both regions.

• Manage relationships with platform vendors and offshore partners; negotiate scope, SLAs, and success criteria for multi-jurisdictional deployments.

• Facilitate cross-border forums with Operations, IT Architecture/Security, Regulatory Affairs, and Finance; align on readiness, risk, and resourcing.

Who You Are:

• Related Associate's degree and minimum of seven or more years of 
  directly related experience OR equivalent combination of formal 
  education, certification and experience.

• Proven leader with a track record of successfully implementing digital channel strategies.

• Strong communicator and collaborator, capable of encouraging a team-oriented environment.

• Expertise in managing multi-time zone teams and complex project deliveries.

• Adept at bringing to bear customer insights and analytics to drive decision-making.

• Detailed understanding of compliance requirements and guidelines in digital channel management.

• Ability to balance strategic vision with tactical execution.

Working Conditions:

• Primarily office-based with occasional travel to other company locations or vendor sites.

Physical Requirements include but are not limited to:

Grasping, kneeling, light – moderate lifting (objects up to 20 pounds), reaching above shoulder, repetitive motion, typing, sitting, standing, visual requirement (able to see screens, detect color coding, read fine print), hearing requirement and the ability to work in tight spaces.

Mental Requirements (Both Field & Office) include but are not limited to:

Ability to: understand, remember and apply oral and/or written instructions or other information, understand complex problems and collaborate/