Posting End Date:September 20, 2026
Employee Type:Regular-Full time
Union/Non: This is a non-union position
What You Will Do:- Lead the evolution of Enbridge's customer-facing digital channels, including My Account, IVR, and chatbot platforms, to deliver seamless and user-friendly experiences.
- Use customer insights, analytics, and industry best practices to identify opportunities that improve customer satisfaction and increase digital adoption.
- Collaborate with business partners, technology teams, vendors, and customer care stakeholders to resolve issues and implement enhancements.
- Advocate for customer needs while helping prioritize and deliver new features, functionality, and process improvements.
- Facilitate testing, validation, and continuous improvement activities to ensure digital solutions meet customer expectations and business requirements.
- Develop reporting, insights, and business recommendations that support strategic decision-making and channel performance optimization.
- Lead cross-functional workshops, communications, and change initiatives that support the successful delivery and adoption of digital solutions.
Who You Are:- Bachelor's degree in Marketing, Communications, English, Journalism, or a related discipline, and a minimum of four years or more of experience, or an equivalent combination of education and relevant experience.
- Strong experience supporting digital customer experiences, digital channels, product ownership, customer engagement, or related customer-focused initiatives.
- Demonstrated understanding of UX/UI principles and customer-centered design practices.
- Strong analytical and problem-solving skills with the ability to leverage data to support business decisions.
- Experience managing multiple priorities in a fast-paced environment while maintaining high-quality results.
- Excellent communication, facilitation, and stakeholder management skills.
- Proven ability to build collaborative relationships across business, technology, vendor, and customer service teams.
- Proficiency with Microsoft Office applications, including Excel, PowerPoint, Word, and Visio, along with familiarity with digital design and collaboration tools.
Preferred:- Portfolio demonstrating a user-centered approach to digital experience design.
- Experience with website design, digital platforms, and related technologies.
- Knowledge of customer self-service technologies, chatbot solutions, IVR platforms, or digital customer engagement tools.
- A continuous learning mindset with a desire to grow and expand capabilities within customer experience and digital product management.
Working Conditions:- Primarily office-based role operating within a collaborative professional environment.
- Occasional travel may be required to support contact centre operations and stakeholder engagement activities.
- Some project implementations may occur outside regular business hours, including evenings or weekends, to support critical releases and go-live activities.
- Requires the ability to effectively manage multiple projects, stakeholders, and priorities while supporting business and customer needs.
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 sit at a computer for long periods of time.
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/explore alternative solutions, organize thoughts and ideas into understandable terminology, organize and prioritize work schedule on a short-term basis, make decisions which have moderate impact on the immediate work unit and monitor impact outside this area, understand and follow basic instructions and guidelines, complete routine forms, compose letters, outlines, memoranda and basic reports and communicate with individuals via telephone.
Base Salary:- Base salary ranges from $80,500 - $100,500 USD for US 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 parenthood 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, and have flexible start and end times. Role requirements determine your eligibility for each option. #LI-Hybrid
Information For Applicants:
- Applications can be submitted via our online recruiting system only.
- We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted.
- Final candidates for this position may be required to undergo a security screening, including a criminal records check.
To learn more about us, visit www.enbridge.com
