Director Channel Automation and Knowledge

EQ Bank; Toronto; Hybrid; CAD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive bonus

RRSP match

Medical benefits

Dental benefits

Employee stock plan

Parental top-up

Generous vacation

Career development

Hybrid work model

Job summary

EQ Bank is seeking a Director, Channel Automation and Knowledge to lead customer self-service and agent efficiency initiatives. You will shape short-term tactical and long-term strategic roadmaps, leveraging AI, CRM, Knowledge and Telephony platforms to improve customer outcomes and reduce costs.

You will partner with senior leaders across lines of business, guide cross-functional teams, and oversee vendors while developing a high-performing team.

Qualifications

• Bachelor's degree required.
• 8–10 years progressive experience in product, customer support, data management, and project management.
• 8+ years in Financial Services or regulated environments.
• 4+ years of people leadership experience including hiring and mentoring.
• PMP, Six Sigma, ITIL would help support this role.
• Experience with Conversational AI, CRM and knowledge tools; oversight of Salesforce, Zendesk, Genesys, AWS Connect, Ada.
• Strong analytical skills with ability to manage competing priorities and drive outcomes.

Responsibilities

• Lead and execute strategic vision of channel automation and knowledge.
• Identify and champion adoption of AI, CRM, knowledge and telephony platforms.
• Build relationships with senior leadership to align automation with business priorities.
• Collaborate with technology teams to translate business needs into technical requirements.
• Oversee vendor management and strategic partnerships for innovations.
• Mentor and develop a high-performing team including Directors and Senior Managers.

Skills

Strategic leadership

Cross-functional collaboration

Stakeholder management

Analytical skills

Jira & Confluence

CRM tools

Conversational AI

Excel

Figma

Education

Bachelor's in Business Administration

Tools

Salesforce

Zendesk

Genesys

AWS Connect

Ada

Co-pilot

Excel

Jira

Confluence

Job description

Join a Challenger

At EQ, we're remaking banking so every Canadian gets ahead, every day. Serving nearly 4 million Canadians from coast to coast, we offer a wide variety of financial services from banking and lending, to trust and credit union solutions. We've been at this since 1970, challenging the conventions of traditional banking with smarter, faster, and more connected financial experiences. What's kept us moving? The people behind it all: challengers who ask better questions, push back on old assumptions, and look for a better way forward. If you're driven to help reshape how banking works for Canadians and the businesses that power our economy, this could be your next big opportunity. We can’t wait to get to know you!

The Work

The Director, Channel Automation and Knowledge will lead and execute the strategic vision of customer self-service and agent efficiency initiatives. This role will drive significant organizational impact by developing and implementing both short-term tactical solutions and long-term strategic roadmaps, leveraging cutting-edge technologies to enhance customer experience, optimizing operational costs, and improving agent productivity. This role serves as a critical link between business strategy, technology execution, and customer outcomes.

Core Responsibilities

• Strategic Leadership: Prioritize and execute the overarching channel automation and knowledge strategy for EQB’s (PCF) support ecosystem, aligning with overall business objectives and delivering measurable improvements in key performance indicators (KPIs).
• Technology Visionary: Identify, evaluate, and champion the adoption of innovative technologies, including AI, Agentic AI, CRM, Knowledge and Telephony platforms, cloud solutions, and API integrations, to transform customer and agent interactions.
• Stakeholder Management: Build strong relationships with senior leadership across Lines of Business (LOBs) to understand their strategic priorities and translate them into actionable automation initiatives. Present regularly to executive stakeholders to secure buy-in, resources, and alignment.
• Cross-Functional Collaboration: Partner closely with technology teams to translate business needs into clear technical requirements, ensuring seamless integration of solutions within the existing technology architecture.
• Vendor Management: Oversee relationships with key technology vendors, negotiating contracts, ensuring delivery of contractual obligations, and driving innovation through strategic partnerships.
• Team Leadership & Development: Lead and mentor a high-performing team, including a Director and Senior Managers, providing strategic guidance, fostering a culture of innovation, and driving professional development.

Let’s Talk About You

• Bachelors in Business Administration or Management
• 8-10 years of progressive experience across diverse areas of business, including product, customer support, data management, project management
• 8+ years Financial Services experience or experience in a regulated environment
• 4+ years people leadership experience including hiring, mentoring and team development
• PMP, Six Sigma, ITIL would help support this role
• Conversational AI technology, CRM tools, Knowledge tools, Telephony. Experience overseeing Salesforce, Zendesk, Genesys, AWS Connect, Ada.
• Excellent analytical skills and proven ability to manage & prioritize the development and execution of competing priorities
• Life-long learner willing to seek out knowledge to improve organization and team
• You put Customer and Agent experience at the forefront
• Exceptional communication skills
• Jira, confluence, Co-pilot, Excel, Figma expertise

What we offer [For full-time permanent roles]

• Competitive discretionary bonus
• Market leading RRSP match program
• Medical, dental, vision, life, and disability benefits
• Employee Share Purchase Plan
• Maternity/Parental top-up while you care for your little one
• Generous vacation policy and personal days
• Virtual events to connect with your fellow colleagues
• Professional development and comprehensive Career Development program
• A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience

The incumbent will be working hybrid and in office time will be spent working from EQ Bank’s additional office space located at 2200-25 Ontario Street, Toronto, ON.

Equity, Diversity & Inclusion

EQ is committed to building an inclusive, accessible environment where every employee feels valued, respected, and supported. We believe our organization is stronger — and our people thrive — when we honour and celebrate diverse experiences, identities, and perspectives. We’re equally committed to supporting your growth, both professionally and personally.

We provide a barrier‑free recruitment process and work environment. If you require accommodations at any stage, we will work with you to ensure you can bring your best self to the process and beyond.

As part of our recruitment process, EQ uses AI to help screen, assess, and/or select applicants for this position. All AI-enabled outputs are reviewed and validated by our talent team. All candidates considered for hire must successfully complete a criminal background check and credit check. While we appreciate every application, an EQ recruiter will contact only those whose skills and experience most closely match the requirements of the role.

EQB Inc. (TSX: EQB) is the parent company of Equitable Bank, the country's seventh-largest Schedule I bank by assets, which operates EQ Bank, Canada's Challenger Bank™. EQB Inc. serves nearly 4 million Canadians and manages approximately $150 billion in combined assets under management and administration.

To learn more, visit eqb.investorroom.com and eqbank.ca.