Senior Product Manager, Ai And Chat

Join a Challenger
Being a traditional bank just isn’t our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what’s possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things. If you’re not afraid of taking on big challenges and redefining the future, you belong with us. You’ll get to work with people who will encourage you to reach new heights. We like to keep things fun, ask questions and learn together.
We are a big (and growing!) family. Overall we serve more than 370,000 people across Canada through Equitable Bank, Canada's Challenger Bank™, and have been around for more than 50 years. Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than 5 million members. Together we have over $100 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our EQ Bank platform ( eqbank.ca ) has been named the top Schedule I Bank in Canada on the Forbes World's Best Banks 2023, 2022, and 2021 lists.
The Work
Reporting to the VP of product and working alongside senior management, the Senior Product Manager is responsible for leading the development of an AI chatbot roadmap to optimize our customer experience and scale our customer service offerings.
The Core Parts Of The Role Would Be To

• Understanding the capabilities and limitations of AI and chatbot technologies and apply this knowledge to drive product innovation.
• Working with the contact centre to ensure smooth operations and low deflected call volume
• Working with legal, compliance, fraud, etc. to ensure protection of Equitable, and especially our customers
• Conducting user testing, A/B testing, and data analysis to gather insights and iterate on product features for continuous improvement.
• Defining product requirements, user stories, and acceptance criteria, ensuring clear and effective communication to development teams.
• In close collaboration with the Conversational AI Specialist and other pod members, define and drive the product strategy and roadmap for our AI and chatbot products, aligning with business goals and customer needs
• Identify key features, functionalities, and enhancements to improve the AI and chatbot products, maximizing customer satisfaction and business impact.
• Assisting in the running of the advanced AI chatbot (e.g. authenticated chatbot, transaction chatbot) day-to-day, ensuring their availability to customers
• Collaborating with cross-functional teams, including engineering, data science, design, and UX, to prioritize and execute product initiatives.
• Leading the end-to-end product development lifecycle, from ideation to launch, ensuring timely delivery and high-quality outputs.
• Managing various vendor relationships, particularly in regards to APIs and integrations
• Driving Digital Banking AI projects with internal groups and vendors
• Working with customer experience and contact centre on the best way to deliver enhanced customer service and improved customer experience
• Staying up-to-date with the latest advancements in deep learning AI technologies, natural language processing (NLP), and conversational AI.
• Collaborating with data scientists and AI engineers to leverage AI capabilities and enhance the intelligence and performance of chatbot solutions
• Scoping use cases with technology in order to define the sequencing and prioritization of execution of product delivery
• Assisting in the delivery of new products and AI features in digital channels

Lets Talk About You!

• Experience at a fintech or Canadian financial institution is a plus
• 2+ years as a product manager working with chat or AI/recommendations/search products
• Strong ability to translate the abstract/theory into concrete communications
• Good verbal and written communication skills
• Proven track record with specific examples of delivering customer-facing and business impact on services with customer bases beyond 50K users
• Ability to work at many levels within and across the organization
• Post-secondary degree or masters degree is a plus
• Proven track record with examples of managing, mentoring and training up direct reports
• Experience building full year product strategies for large engineering teams
• Proven record of delivering projects with 10+ person team on-time and on-schedule
• Familiarity with the website and mobile app development process
• Relationship management, coaching and communication skills
• Comfort working with technical teams
• Adaptive – adjusts and maintains effectiveness throughout periods of change, exhibiting tolerance for ambiguity and able to lead the team through change
• Strong attention to detail
• Innovative thinker – looks for new, sometimes unconventional approaches to achieving goals

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, personal days and even a moving day
🖥 Virtual events to connect with your fellow colleagues
🎓 Annual professional development allowance and a 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 Equitable Bank’s additional office space located at 351 King Street East, Toronto, ON.
Equitable Bank is deeply committed to inclusion. Our organization is stronger and our employees thrive when we honour and celebrate everyone’s diverse experiences and perspectives. In tandem with that commitment, we support and encourage our staff to grow not just in their career path, but personally as well.
We commit to providing a barrier-free recruitment process and work environment for all applicants. Please let us know of any accommodations needed so that you can bring your best self to the application process and beyond. All candidates considered for hire must successfully pass a criminal background check and credit check to qualify for hire. While we appreciate your interest in applying, an Equitable recruiter will only contact leading candidates whose skills and qualifications closely match the requirements of the position.
We can’t wait to get to know you!