Director, Digital Servicing

Sun Life

. Build strategy and execute initiatives driving digital client self-service and channel shift outcomes .

Posted 10/6/2026full-timeWaterloo • CanadaLead💰 CA$130,000 - CA$180,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in digital strategy execution, customer experience optimization, and data-driven decision-making. Proven ability to lead cross-functional teams and influence senior leadership in a matrixed organization.

Highest-signal resume keywords

Digital Strategy DevelopmentAgile Delivery ModelsData-Driven Decision-MakingCall Deflection ManagementCost-Benefit Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Digital TransformationCustomer Experience ManagementPerformance Metrics DefinitionIVR OptimizationAnalytics Proficiency

Soft Skills

Collaborative CommunicationAnalytical Problem-SolvingInfluencing Senior Leadership

Tools & Technologies

Analytics Platforms

Industry Keywords

Financial ServicesInsuranceRegulated Industries

About the role

Key responsibilities & impact

Build strategy and execute initiatives driving digital client self-service and channel shift outcomes
Work with Digital Channels, Adoption & Engagement, Member Journey, and Operations teams to understand call drivers and reduce contacts through IVR and digital channels
Identify call deflection and chat containment initiatives with CCC and Operations leaders
Set strategy and lead identification, evaluation, and prioritization of digital initiatives
Establish digital servicing roadmaps, define success metrics, and deliver technology-enabled solutions
Create and align OKRs, report to leadership, and use surveys, competitive intelligence, and customer data to prioritize features
Improve digital journey completion rates and reduce abandonment
Track performance and provide strategic reporting
Lead cost-benefit analyses and benefit realization initiatives, providing executive-level ROI and strategic value insights
Build and maintain a high-performing team through talent development and performance management

Requirements

What you’ll need

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 science
5-10 years progressive experience in digital strategy, customer experience, or operations management
3-5 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
For Quebec: bilingualism in French and English, both oral and written, is required

Benefits

Comp & perks

Continuous learning, development, and improvement
Sabbatical Program offering up to 6 weeks off every five years
Hybrid work flexibility from the office and virtually
Incentive plans for eligible employees, subject to individual and company performance
Employee well-being and mental health support
Application accommodations for persons with disabilities
Diverse and inclusive workplace