Want to know if this job is worth applying to?
Toronto, Ontario, Canada
Hybrid
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!
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.
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
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.