Director Channel Automation and Knowledge

About the position

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

  • 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.

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
  • 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

Nice-to-haves

  • PMP, Six Sigma, ITIL would help support this role

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
  • 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
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