Senior Journey & Service Designer

Overview

Reporting to the Director, Experience Design, in the Canadian Client Experience Office (CXO), the Senior Journey & Service Designer is responsible for taking a client-centric view to reimagine journeys that help clients achieve lifetime financial security and live healthier lives.

• Design end-to-end, integrated omni-channel experiences, including digital, non-digital, conversational, AI-driven, and human-assisted interactions, grounded in a deep understanding of client behaviours, business strategy, and operating models.
• Lead exploration, definition, and design of your journey portfolio using service design methodologies to produce deliverables such as competitive scans, service blueprints, future-state journey maps, system maps, storyboards, concepts, iterative prototypes, and user testing outputs.
• Design and optimize conversational experiences (e.g., chatbots, virtual assistants, automated messaging) as part of broader service journeys, ensuring interactions are intuitive, inclusive, and aligned with client intent and emotional context.
• Create and maintain conversational artifacts such as conversation flows, intent models, sample dialogues, and experience principles, ensuring alignment with brand voice and service outcomes.
• Map support interactions within service blueprints and journey maps, illustrating handoffs between AI systems, digital channels, contact centre agents, and back-office processes.
• Conduct business and technical analysis to understand current processes, technologies, and operational constraints to design realistic and scalable future-state services.
• Partner with colleagues across strategy, UX, product development, data/AI, contact centre operations, legal, and technology to support discovery, co-creation, and roadmap definition.
• Translate complex systems, policies, and AI-enabled decisioning into clear narratives that align stakeholders and challenge the status quo.
• Support the Director, Journey Design and key partners in shaping the Canada CX Strategy and prioritizing client journeys and service opportunities.

• 5+ years of experience in service design, journey design, CX strategy, product strategy, or a closely related field.
• Post-secondary education in a related discipline (e.g., design, human-computer interaction, cognitive science, psychology, linguistics, business, or equivalent experience).
• Strong command of design methodologies for navigating complex, ambiguous problem spaces.
• Demonstrated ability to analyze current-state processes and technologies to inform credible future-state designs.
• Expertise in synthesizing qualitative and quantitative data to build a holistic understanding of client and service needs.
• Strong facilitation skills with experience leading workshops, journey mapping sessions, and co-creation activities with diverse stakeholders.
• Excellent visual and storytelling skills, with the ability to produce artifacts at multiple levels of fidelity (e.g., system maps, blueprints, storyboards, UX prototypes).
• Experience designing or contributing to conversational experiences such as chatbots, virtual assistants, automated messaging, or IVR systems.
• Strong sensitivity to language, tone, and behavioural psychology to craft conversations that build trust and guide user decisions.
• Ability to assess conversational experience effectiveness using qualitative insights and quantitative indicators (e.g., task success, drop-off points, containment, sentiment signals).
• Familiarity with emerging technologies including conversational AI and automation and their responsible application to elevate client and service experiences.
• Strong ability to present evidence-based arguments for change to senior stakeholders.
• Strong collaboration skills and experience working in cross-functional, matrixed environments.
• Background in financial services or regulated industries is strongly preferred.

• Competitive salary and bonus structure informed by market range data
• 20 days of vacation per year and an innovative sabbatical program
• A friendly, collaborative, and inclusive culture
• Flexible benefits from day one to meet the needs of you and your family
• Pension, stock, and savings programs to support long-term financial security
• Fitness and wellness programs to help balance work and life
• Selected candidates will be required to share a portfolio of work demonstrating service design approach and impact, including complex journeys, service blueprints, and conversational or AI-enabled experiences
• The Base Pay range is for the primary location and may vary by work location or other factors;
  Sun Life employees participate in incentive plans; sales-focused roles may have sales incentive plans

We are a hybrid organization offering flexibility to work from office or virtually. Applicants from all backgrounds are welcome; accommodations available on request. We may use AI to support candidate sourcing and scheduling. Only those selected for an interview will be contacted.