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About the Role

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.

Responsibilities

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).
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.
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.
Partner closely with technology teams to translate business needs into clear technical requirements, ensuring seamless integration of solutions within the existing technology architecture.
Oversee relationships with key technology vendors, negotiating contracts, ensuring delivery of contractual obligations, and driving innovation through strategic partnerships.
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.

Requirements

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
Must successfully complete a criminal background check and credit check.

Skills

AI
Agentic AI
CRM
Knowledge platforms
Telephony platforms
Cloud solutions
API integrations
Salesforce
Zendesk
Genesys
AWS Connect
Ada
Jira
Confluence
Co-pilot
Excel
Figma

Location

Toronto, ON

Work Type

Hybrid

Experience Level

8-10 years of progressive experience
8+ years Financial Services experience
4+ years people leadership experience

Education Level

Bachelors in Business Administration or Management

Benefits

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
Professional development and comprehensive Career Development program

About the Company

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.
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.

Equal Opportunity

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.