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Requisition Number:  11383
Position Type:  Term
Position Length:  until December 31st 2027
Location: 

Ottawa (Downtown), ON, CA

Remote Work:  Hybrid Model
Closing Date:  March 22, 2026 23:59 EST

Equity, Diversity & Inclusion
The Bank is committed to achieving a workforce that reflects the diversity of our country and is representative and inclusive of all Canadians regardless of race, ethnicity, colour, religion, sex, age, disability, sexual orientation, gender identity or expression, socio-economic background or lived experience. By living our values and prioritizing our actions to enhance equity, diversity and inclusion, the Bank ensures broader discussions, better decisions, and a more engaging workplace. 

We make career growth and professional development a priority. We are committed to developing inclusive, barrier-free recruitment and selection processes, and a work environment that supports our diverse workforce.

Let our team know if you need accommodation or support during the recruitment process due to a disability or other reason. We can provide support in multiple ways, from using this site and submitting your application, right through to the interview process. If you are the successful candidate, you can also discuss accommodation needs when you receive your offer.

Contact accessiblecareers@bankofcanada.ca to discuss how.

We invite you to join an organization where differences are seen as strengths and are recognized, valued and respected. We welcome all candidates to apply and strongly encourage candidates to self-identify if they identify with an Employment Equity designated group (Indigenous Peoples, Persons with Disabilities, Women or Racialized/Visible Minorities). 

Communication Channel Specialist


Take a central role

The Bank of Canada has a vision to be a leading central bank—dynamic, engaged and trusted—committed to a better Canada. No other employer in the country offers you the unique opportunity to work at the very center of Canada’s economy, in an organization with significant impact on the economic and financial well-being of all Canadians. You will be challenged, energized and motivated to excel in our environment. 


Building on the principles that have always guided us – excellence, integrity and respect – we strive to be forward-looking and innovative, to welcome people with diverse perspectives and talents, and to earn trust by living up to our commitments and by clearly explaining the intent of our policies and actions.  


With our defined-benefit pension plan, benefits, and high flexibility for work life balance - find out more about why we are annually ranked as one of Canada's top employers:  Working Here - Bank of Canada

 

Find out more about the next steps in our Recruitment process. 

 

 

Did you know? 
When an account, deposit or negotiable instrument held or issued by a federally regulated bank or trust company has been inactive for 10 years and the owner cannot be contacted, it is considered an unclaimed balance and the Bank of Canada acts as custodian on behalf of the owners. The Unclaimed Properties Office (UPO) is responsible for managing those accounts and responding to claims made by their owners.

This team is also responsible for servicing and maintaining the registers of Old-Style Canada Savings Bonds, the Government of Canada Market Issue bonds and the Retail Debt program. As such UPO is responsible for the register of new style Canada Savings Bond and Canada Premium Bonds, including some Registered in the Canada RSP and Canada RIF.

 

What You Will Do
Reporting to the Senior Manager, Unclaimed Properties, Policy and Analysis, you will lead the strategy and optimization of customer-facing channels that help Canadians access and claim unclaimed properties. You will shape communications, enhance digital and telephony experiences, and use data-driven insights to improve service delivery and customer outcomes.

 

In this role, you will:

  • Lead and optimize customer-facing channels (web, social media, telephony, forms, written communications) to deliver a seamless, accessible, and positive customer experience.
  • Develop and execute external communication strategies to drive customer awareness and support Financial Institutions, partnering with internal Communications and external agencies as needed.
  • Use data and industry insights to analyze customer behaviour, benchmark best practices, and continuously improve channel effectiveness and engagement.
  • Support operational and policy change implementation, assessing impacts on customer channels, onboarding new products, and acting as liaison with internal stakeholders (e.g., accessibility requirements).
  • Support technical solutions for the channels by working with Business Support Analysts and product owners to develop business requirements, deliver enhancements, manage issues, and produce dashboard reporting to monitor service levels and performance.

 


What You Need to Succeed

  • Demonstrated experience managing multichannel customer service operations, including telephony, web, social media, and digital self service channels, within a government or other regulated environment
  • Strong ability to oversee external facing service channels and content, ensuring accessibility, consistency, and compliance with policy and regulatory requirements
  • Experience leading customer communication and awareness strategies, particularly in support of policy changes, service updates, or new product onboarding
  • Demonstrated ability to use data, analytics, and performance metrics to evaluate service performance and drive continuous improvement in customer experience
  • Strong stakeholder engagement and collaboration skills, with experience working across business, technology, communications, and external partners
  • Solid project management experience, particularly in complex or regulated environments involving change management, policy implementation, or service transformation
  • Hands on experience managing and enhancing channel technologies, including the introduction of new digital capabilities or modernization initiatives
  • Proven experience leveraging AI tools and capabilities to enhance customer service delivery, operational efficiency, or decision making (e.g., AI enabled analytics, automation, content management, or service optimization tools)
  • A clear continuous improvement mindset, with experience identifying opportunities to modernize and optimize service delivery models

 

Nice-to-have

  • Understanding of KAPS system and its associated processes.
  • Exposure to Retail Debt and unclaimed bank balances, and their relating processes
  • Experience developing content for engaging financial institutions
  • Knowledge of the Bank’s operations as fiscal agent to the Government of Canada 

 

Your education and experience
The position requires a bachelor’s degree in communications or a related discipline, with a minimum of five years of relevant work experience in an analytical or project management position with relationship management and communications or an equivalent combination of education and experience may be considered.

Innovative Mindset

We value candidates who demonstrate adaptability, curiosity, and a willingness to learn new technologies, including AI and digital tools. We seek individuals who can think critically about data, question existing processes, and find ways to simplify our work while embracing change and new ways of doing things. 

 

Language requirement
The Bank’s work environment is conducive to the use of both of Canada’s official languages - English and French.  The position language requirement is Level 5 (Fully Functional).  If a qualified candidate who meets the language requirement of the position is not found, a qualified candidate who does not meet the language requirement may be considered. Training may be provided to help reach the required level.  Both bilingual and unilingual candidates are encouraged to apply. 

 

What you need to know

    • Priority will be given to Canadian citizens and permanent residents
    • Security level required: Be eligible to obtain Reliability 
    • There will be no relocation assistance provided
    • Please save a copy of the job poster. Once the closing date has passed, it will no longer be available. 
    • The official title for this position is “Communication Specialist ” 

 

Hybrid Work Model

The Bank offers work arrangements that provide employees with flexibility, enable high-performing teams, and support an excellent workplace culture. Most employees can telework from home for a portion of each month as part of the Bank’s hybrid work model, and they are expected on site at the Bank location a minimum of 12 days per month to help build connections between colleagues. You must live in Canada, and within reasonable commuting distance of the office.  

 

What you can expect from us
This is a great opportunity to join a leading organization and be part of a high-performing team. We offer a competitive compensation and benefits package designed to meet your needs at every stage of your life and career. For more information on key benefits please visit A great deal to consider. 

 

    • Salaries are based on qualifications and experience and typically range from $94,193 to $110,816 (job grade 16)
    • The Bank offers an incentive for successfully meeting expectations at  5 to 7% of your base salary. The Bank offers additional performance pay (3%) for those who exceed expectations. Exceptional performers who far exceed expectations may be eligible for higher performance pay.
    • Flexible and comprehensive benefits so you can choose the level of health and dental coverage that meets your needs
    • Extra vacation days (up to five each year) that you can purchase to add to your vacation entitlement
    • Option to join the indexed, defined-benefit pension plan after 24 consecutive months of service

 

We wish to thank all applicants for their interest and effort in applying for this position. Only candidates selected for interviews will be contacted.

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