Team Lead, Digital Channels

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…