Director, Digital Servicing

Sun Life

. Build strategy and execute initiatives that drive 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

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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 ManagementBilingualism (French, English)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Digital TransformationCustomer Experience ManagementCost-Benefit AnalysisPerformance ManagementAnalytics Proficiency

Soft Skills

Collaborative CommunicationAnalytical Problem-SolvingInfluencing Senior Leadership

Industry Keywords

Financial ServicesInsuranceRegulated IndustriesIVR OptimizationDigital Channel Containment

About the role

Key responsibilities & impact

Build strategy and execute initiatives that drive 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
Partner with CCC and Operations leaders on call deflection and chat containment initiatives
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 performance to leadership, and use surveys, competitive intelligence, and customer data to prioritize features
Improve digital journey completion rates and reduce abandonment
Lead cost-benefit analyses and benefit realization initiatives, providing executive-level ROI and strategic 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
Bilingualism (French, English, both oral and written) is required for Quebec

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
Employee well-being and mental health support
Incentive plans for eligible employees, subject to individual and company performance
Accommodation support during the application process
Diverse and inclusive workplace