Team Lead, Digital Channels

Enbridge

. Lead, coach, and develop a team of product owners and business analysts .

Posted 9/29/2026full-timeNorth York • CanadaSenior💰 CA$100,000 - CA$115,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading digital transformation initiatives and enhancing customer experience across multichannel platforms. Proficient in managing teams, prioritizing projects, and ensuring compliance with regulatory standards in both Canadian and U.S. markets.

Highest-signal resume keywords

Digital Transformation LeadershipCustomer Experience ManagementAgile Delivery ApproachesTeam Development and CoachingRegulatory Compliance Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Digital Platform ManagementCustomer Journey MappingData AnalysisPerformance MeasurementChange ManagementMultichannel Service DeliveryAccessibility StandardsStakeholder ManagementRisk ManagementInnovation Evaluation

Soft Skills

Influencing Senior StakeholdersBuilding RelationshipsCross-Border CollaborationCoaching and MentoringPrioritization

Tools & Technologies

Analytics ToolsCustomer Experience Management ToolsIVR SystemsChatbot PlatformsLive Chat Solutions

Certifications & Qualifications

Related University DegreeRelevant Certifications

Industry Keywords

Digital ServicesCustomer Self-ServicePrivacy ConsiderationsCybersecurityCompliance Standards

Tech Stack

Tools & technologies

Cyber Security

About the role

Key responsibilities & impact

Lead, coach, and develop a team of product owners and business analysts
Establish clear priorities and support team members’ professional growth
Shape and deliver a multichannel roadmap across web, mobile, IVR, chatbot, and live chat platforms
Oversee digital initiatives from discovery and planning through implementation and post-launch validation
Lead channel adoption strategies to increase customer self-service and reduce avoidable contact centre demand and operating costs
Evaluate emerging technologies, industry trends, and customer expectations to identify innovation opportunities
Enhance accessible and intuitive customer journeys for payments, meter reads, appointments, and service requests
Use customer feedback, performance measures, testing, and operational insights to improve digital adoption, satisfaction, and efficiency
Partner 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
Support cross-border collaboration across multiple locations and time zones

Requirements

What you’ll need

Related university degree and six or more years of relevant experience, or an equivalent combination of education, certification, and experience
Experience leading digital transformation, customer experience, product delivery, or multichannel service initiatives
Experience leading and developing teams
Understanding of agile or hybrid delivery approaches
Ability to manage concurrent initiatives, priorities, risks, performance measures, and stakeholder expectations
Experience using data and customer experience measures such as satisfaction, resolution, containment, deflection, and conversion
Ability to influence senior stakeholders and build 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 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
Some travel within Canada and occasionally to the United States is required
Final candidates may be required to undergo security screening, including a criminal records check

Benefits

Comp & perks

A flexible benefits program covering health, dental, insurance, and disability
Up to 20 weeks of paid maternity leave for birth-giving parents
Up to 12 weeks of paid parental leave for other eligible parents
Retirement savings plans, including a savings plan with company stock as an investment option
Paid time off, vacation, sick leave, paid personal days, and paid holidays
Employee and Family Assistance Program
Wellness Program supporting physical, mental, social, and financial well-being
Hybrid FlexWork model with work-from-home Wednesdays and Fridays for eligible employees
Compressed work week option
Flexible start and end times
Equal Opportunity Employer
Accessible formats, communication supports, and accessibility assistance available for applicants with disabilities