Advisor, Digital Product Owner, Digital Channels

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Employee Type:

We have an exciting opportunity for you to join our Customer Care Development team as an Advisor, Digital Product Owner, Digital Channels supporting the strategic growth and day-to-day operations of Enbridge’s digital channels to drive customer engagement and improve the overall digital experience.

This role will work closely with business and technology partners in defining the backlog and delivering capabilities that deliver a differentiated customer experience. The ideal candidate will have extensive digital experience and a proven track record of driving results. Apply today for this outstanding vacancy and be part of a team that values collaboration, continuous improvement, and professional growth.

What You Will Do:

• Employ knowledge of web, chatbot and live chat capabilities to identify and deliver leading edge digital experiences.

• Define and communicate the product vision and strategy to stakeholders.

• Gather and prioritize product requirements based on customer needs, market trends, and business objectives.

• Drive strategic digital initiatives that align with business goals and objectives.

• Collaborate with cross-functional teams including marketing, technology, and customer service timely and high-quality product delivery.

• Analyze user behavior, conduct usability testing and leverage data and analytics to inform decision-making and measure the success of digital products.

• Stay up-to-date with industry trends and emerging technologies to ensure digital products remain competitive and innovative.

• Create and maintain a product backlog, ensuring it is well-organized and prioritized.

• Present results, insights, requirements, and designs in a compelling way to leadership and partner teams.

• Develop and send communication to stakeholders informing them of the impacts of system enhancements.

• Accountable for managing performance and customer adoption of Digital Channels

• Providing forecast data and insights to support business decisions

• Subject Matter Expert for digital channels role will represent customer’s best interest by advocating for strong customer experience principles to be considered on all projects

You will have the following combination of education and experience:

• Associate's degree preferred in Business, Marketing, Digital Technology, Communications or related background with 4+ years of experience OR a combination of formal education and experience.

• Curiosity and a desire to continuously improve.

• Excellent communication and collaboration skills.

• Excellent working knowledge of chatbot and live chat technologies.

• Working knowledge of AI and Gen AI within chat ecosystems

• Excellent working knowledge of web and mobile technologies.

• Superior analytical skills using innovative problem solving and expert judgment.

• Excellent interpersonal skills include building consensus, negotiation, and facilitation.

• Ability to think creatively and critically.

• Apply problem-solving, analytical, and critical thinking skills to facilitate end-to-end delivery of results.

• Knowledge of technology implementation requirements and methodologies.

• Demonstrated ability to work on multiple tasks and shift priorities without loss of efficiency and effectiveness.

• Team player, who is able to work independently to deliver results.

• Proven Microsoft Office Suite proficiency, i.e. Visio, Word, Excel, PowerPoint, Adobe Creative Suite

• Ability to travel within North America if required (Minimal - About one or two times per quarter)

• Demonstrated ability to create and design a user experience that follows a user-centric approach.

• Experience with web designs and related technologies.

• Ability and willingness to grow, develop and evolve skills suitable for other opportunities within Customer Care.

• This position will have some project implementation requirements which occur overnight or on weekends. The successful candidate may need to be available during these timeframes to support and lead projects as they launch.

• Will require some travel to the contact centres.

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/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.

Salary Range: $80,500 - 110,000 USD*

*Internal applicants may refer to applicable compensation policies. Salaries are determined based on education, experience, certifications and skills.

Pension and Benefits Overview:

• 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 the option to work from home on Wednesdays and Fridays, opt for a compressed workweek schedule, and have flexible start and end times. Role requirements determine your eligibility for each option.

Due to our ongoing integration with Dominion Energy, certain positions may involve access to information and technology subject to export controls under U.S. law. Compliance with these export controls may result in Dominion Energy limiting its consideration of certain applicants.

At this time, Enbridge cannot transfer or sponsor a work visa or employment authorization for this position.

This position does not offer relocation assistance.

At Enbridge, we are dedicated to our core value of Inclusion. We are proud to be an 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 [email protected].

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