Director, Digital Servicing

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self.

You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. At Sun Life, we're driven by our

Purpose:

helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

The Director, Digital Servicing role focuses on building strategy and executing initiatives that drive digital client self-service and channel shift outcomes. You'll be guided by your understanding of the digital health, wealth & protection landscape, clients, competitors, and strong relationships with business stakeholders.

What You'll DoWork closely with Digital Channels, Adoption & Engagement, Member Journey, and Operations teams to understand call drivers and strategically reduce contacts by shifting users to IVR and digital channels

Partner with CCC & Operations leaders to identify call deflection and chat containment initiatives that minimize inbound call volume and shift client interactions to digital channels

Set clear strategy aligned with senior leadership and lead identification, evaluation, and prioritization of digital initiatives to enhance self-service and achieve channel shift outcomes

Partner cross-functionally to establish digital servicing roadmaps, define success metrics, and deliver technology-enabled solutions that improve experience while optimizing efficiency

Create and align OKRs measured and reported to leadership; leverage surveys, competitive intelligence, and customer data to prioritize features –Drive digital journey containment by improving completion rates and reducing abandonment; track performance and provide strategic reporting

Lead cost-benefit analyses and benefit realization initiatives, providing executive-level insights into ROI and strategic value

Build and maintain a high-performing team through strategic talent development and performance management

What You Need to Succeed Proven ability to influence senior leadership and navigate large, matrixed organizations at a senior level

Strong acumen in Agile delivery models and data-driven decision-making

Excellent analytical and problem-solving capabilities with ability to translate data into actionable insights

Collaborative communicator comfortable making decisions with limited information and encouraging experimentation

University degree in business, analytics, or computer science5-10 years progressive experience in digital strategy, customer experience, or operations management3-5 years in director-level or senior manager role leading cross-functional teams

Demonstrated experience with digital transformation and call center/client service optimization

Proven track record managing call deflection, IVR optimization, or digital channel containment initiatives (preferred)
Experience developing and delivering cost-benefit analyses and benefit realization programs Background in financial services, insurance, or regulated industries

Proficiency with analytics platforms and data-driven decision-making

As this position is…