Senior Analyst, Residential Lending Experience

Join a Challenger

Being a traditional bank just isn’t our thing, so we challenge ourselves to get creative in providing innovative banking solutions for Canadians.

How do we get there? With a talented team of inquisitive and agile challengers that break through the status quo. So, if you’re passionate about redefining the future of banking—while having fun—this could be your next big opportunity.

Our company continues to grow, and today we serve more than 800,000 customers 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 six million members. Together we have over $142 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our customers have named our EQ Bank digital platform (eqbank.ca) one of the top banks in Canada on the Forbes World's Best Banks list since 2021.

The work

The Senior Analyst, Residential Lending Experience & Performance is responsible for the enablement of strong broker experience, operational transparency, and pipeline efficiency across the residential lending business. The role acts as a central facilitator and insight provider across Sales, Underwriting, Fulfillment, and Funding, ensuring that performance metrics, operational issues, and experience feedback are visible, well understood, and actively addressed.

The role focuses on identifying and resolving deal-level roadblocks as well as systemic constraints impacting application flow, service levels, and broker satisfaction. By collecting and analysing quantitative and qualitative data, they will report on and recommend actions to improve team KPIs, collaboration, and continuous improvement across the lending lifecycle.

While the role does not include people management or credit decision authority, it carries significant influence through insight, coordination, and communication with senior leaders and frontline teams alike.

Main Activities

Pipeline Visibility and Deal Facilitation (50%)

• Facilitate daily huddles to review and coordinate support on applications that fall outside of standard KPIs, promote cross functional engagement on deals, and promote collaboration across teams.
• Serve as a central point for clarifying next steps on problem deals, ensuring accountability, and reinforcing consistent approaches to deal resolution.
• Investigate deal status and timelines from escalated broker inquiries or complaints.
• Act as a trusted facilitator to support alignment and follow-through across functions without direct authority.
• Reinforce consistent messaging, reporting, and service expectations to improve execution and reduce ambiguity across the organization.

Performance Metrics, Reporting & Insights (30%)

• Monitor and interpret key performance indicators across the end-to-end residential lending lifecycle, including turnaround times, service levels, approval and funding rates, escalation volumes, and experience-related metrics.
• Leverage existing dashboards and reporting while creating new views, summaries, and analyses where gaps exist.
• Prepare clear, concise reporting tailored to different audiences and forums, ranging from frontline teams to senior leadership to support one on one coaching and broader operational and policy development.
• Promote transparency and shared accountability by ensuring teams understand how performance metrics connect to broker experience and business outcomes.

Management Enablement & Communication (10%)

• Prepare and present performance metrics, insights, and thematic findings in senior leadership forums.
• Develop executive-ready materials, summaries, and briefing notes that highlight trends, risks, and opportunities.
• Surface emerging operational issues, capacity constraints, and cross-functional dependencies, along with data-informed observations and improvement opportunities.
• Support leadership discussions by framing issues clearly and consistently across forums.

Feedback, Experience & Continuous Improvement (10%)

• Design and distribute surveys and hold other structured feedback mechanisms to gather input from brokers and internal teams on collaboration, efficiency, and service experience.
• Synthesize qualitative feedback into clear themes and insights, linking experience feedback to quantitative performance data where possible.
• Identify recurring friction points and systemic roadblocks affecting pipeline efficiency or broker satisfaction.
• Present opportunities and recommendations to improve internal collaboration, execution, and overall exper