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Added 1 min ago
H
Full Stack Engineer, Client Performance and Management Information (CPMI)
HSBC
Toronto, ON
- Full-time
Join the Client Performance and Management Information (CPMI) technology team in Toronto as a Software Engineer focused on full stack development across JavaScript, Node.js, and modern…
Added 16 mins ago
KC
Commercial Lead / Pricing Lead - Global Software Leader
Kingston Consulting Global Ltd
Canada
- Full-time
Our client is a global software organisation, already recognised as a market leader, and set for significant growth. Its software is used by some of the world’s largest companies and it…
Added 16 mins ago
CP
Officer, Human Resources Business Partner (Field)
Canada Post / Postes Canada
AB · Edmonton, AB
- Full-time
The Officer, Human Resources Business Partner (HRBP) acts as the primary point of contact in providing frontline end-to end HR services to a broad range of clients (primarily managers and…
Added 16 mins ago
M
Director of Marketing Strategy, Manulife Bank
Manulife
Toronto, ON · Waterloo, ON · Montreal, QC · Halifax, NS
- Full-time
…ensuring strategies are aligned to enterprise objectives, advisor/client needs, and growth ambitions for Manulife…
Added 16 mins ago
IE
Patient Service Associate (Ottawa, ON)
Inizio Engage
Ottawa, ON · Montreal, QC
- Full-time
Travel within assigned territory to represent the client product(s) in person or virtual (as needed by the program) to health care providers, effectively communicating the most up-to-date,…
Added 31 mins ago
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Bilingual Senior Manager, Client Finance Operations – Québec Clients
Burson
Toronto, ON
- Full-time
WPP (LSE/NYSE: WPP) is the trusted growth partner for the world’s leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation…
Added 31 mins ago
T
Engagement Manager
TEKsystems
Ottawa, ON
- $70,900 to $106,300 CAD / year
- Full-time
…EM ensures service delivery and that the outcomes align with client success criteria. This role quantifies the business benefits of engagement outcomes throughout the engagement…
Added 45 mins ago
J
Manager of Projects (MOP)
Jacobs
Ottawa, ON
- $168,600 to $221,325 USD / year
- Full-time
…guiding Project Managers and multidisciplinary teams to meet client expectations for safety, quality, schedule, cost, and technical performance. You will provide oversight and direction to…
Added 1 hour ago
S
Business Advisor - Nashwaaksis, Fredericton, NB
Scotiabank
Fredericton, NB
- Full-time
You demonstrate excellent business development techniques and are conversant with small business legal structures and life cycles, competitor offerings and alternate sources of financing
Added 1 hour ago
SL
Director, Digital Servicing
Sun Life Québec
Montreal, QC
- Full-time
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…
Added 1 hour ago
MC
Supply Chain Procurement Professional
Maven Consulting Limited
Remote, Canada
- Full-time
- Remote
…accountable for delivering assigned outcomes related to the development and execution of category/project supply chain strategies, sourcing strategies and/or sourcing activities following…
Added 1 hour ago
SAP SuccessFactors Employee Central Payroll - Senior Consultant/ Manager
EY
Toronto, ON · Ottawa, ON · AB · Calgary, AB
Lead client workshops to define payroll architecture, compliance requirements, and operational models.
Added 1 hour ago
J
Manager of Projects (MOP)
Jacobs
Calgary, AB
- $168,600 to $221,325 USD / year
- Full-time
…guiding Project Managers and multidisciplinary teams to meet client expectations for safety, quality, schedule, cost, and technical performance. You will provide oversight and direction to…
Added 1 hour ago
MG
Principal Engineer / Architect
Matrix Global
Toronto, ON
- Full-time
…organization while remaining actively involved in solution design, development, architecture reviews, and engineering best…
Added 1 hour ago
MG
Java Engineer
Matrix Global
Toronto, ON
- Full-time
We specialize in the design, development, and implementation of advanced technologies, software solutions, and digital products. Our services include infrastructure and consulting, IT…
Added 1 hour ago
A
Bilingual Registered Plans Administrator
Aviso
Toronto, ON
- $46,000 to $55,000 CAD / year
- Full-time
…employees. We're building a comprehensive, technology-enabled, client-centric wealth services ecosystem. Our clients include our partners, advisors, and investors. We're a trusted partner…
Added 1 hour ago
RH
Human Resources Information System Analyst
Robert Half
Vancouver, BC
- $90,000 to $110,000 CAD / year
- Full-time
Our client, a highly diversified real estate development organization, is looking for a HRIS Analyst to lead the continuous improvement of its Workday environment.
Added 1 hour ago
MC
Supply Chain Procurement Professional
Maven Consulting Limited
North Vancouver, BC
- $77,000 to $110,000 CAD / year
- Full-time
…accountable for delivering assigned outcomes related to the development and execution of category/project supply chain strategies, sourcing strategies and/or sourcing activities following…
Added 1 hour ago
C
Human Resources Manager, (People & Culture) (English Services) (Hybrid/Telework)
CBC/Radio-Canada
Toronto, ON
- Full-time
…as a key member of the leadership team for English Services client groups such as Marketing, Communications & Brand, Public Affairs, Sports, Digital, Transformation, Media Solutions, and…
Added 2 hours ago
B
Facility Manager III
BGIS
Orillia, ON
- Full-time
Builds strong relationships with end users and is a trusted partner with the assigned line of business/client.
Added 2 hours ago
T
Advisor, Analytics Consulting
TransUnion
Burlington, ON
- Full-time
As an Advisor, Analytics Consulting, you will serve as the primary delivery lead for client-contracted analytics consulting engagements focused on credit risk management and business…
Added 2 hours ago
T
Personal Banking Associate Trainee
TD
Burnaby, BC
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
Added 2 hours ago
T
Personal Banking Associate
TD
Welland, ON
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
Added 2 hours ago
T
Customer Experience Associate - Westmount, Claremont
TD
Montreal, QC
- Part-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
Added 2 hours ago
T
Personal Banking Associate Trainee
TD
Victoria, BC
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…

Sun Life Québec

Director, Digital Servicing

Montreal, QC, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Nov 5, 2026
Experience: 5-10 years progressive experience in digital strategy, customer experience, or operations management
Posting language: English
Posted: Oct 6, 2026

Original job description

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 Do

Work 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 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
As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only for the frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide

What’s in it for you?

Being a member of the Sun Life family, a group of people united by our Purpose: to help Clients and Employees achieve lifetime financial security and live healthier lives
An environment of continuous learning, development, and improvement
Our unique Sabbatical Program gives you the opportunity to take up to 6 weeks off, every five years
We are proud to be on the 2026 Best Workplaces in Canada list by Great Place to Work
We are thrilled to be recognized by Excellence Canada with their top-level certification, the Canada Order of Excellence for Mental Health at Work®, for prioritizing employee well-being, fostering a positive work culture, and achieving excellence in mental health

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our Clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process, or those needing job postings in an alternative format, may e-mail a request to thebrightside@sunlife.com.

We are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business, our Clients and you.

We may use artificial intelligence to support candidate sourcing, screening, interview scheduling.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

Salary Range:

130,000/130 000 - 180,000/180 000

Job Category:

Business Analysis - Process

Posting End Date:

18/10/2026

Apply About employer

More about this job

Responsibilities

Develop and lead digital servicing strategy and initiatives that increase client self-service, shift interactions to digital channels, and reduce inbound calls. Establish roadmaps, metrics, and OKRs; analyze performance and ROI; and lead cross-functional teams to improve digital journeys and operational efficiency.

Requirements

Requires a university degree in business, analytics, or computer science, 5–10 years of progressive experience in digital strategy, customer experience, or operations, and 3–5 years in a director-level or senior manager role. Candidates should bring senior-level influence, Agile and analytical expertise, digital transformation and client-service optimization experience, and a background in financial services, insurance, or another regulated industry.

Skills

Digital Strategy
Digital Transformation
Client Self-Service
Channel Shift
Call Deflection
IVR Optimization
Digital Channel Containment
Customer Experience
Agile Delivery
Data-Driven Decision-Making
Analytics
Cost-Benefit Analysis
Benefit Realization
Roadmap Development
OKR Development
Cross-Functional Leadership

Benefits

Sabbatical Program
Continuous Learning And Development
Hybrid Work Flexibility

Visa sponsorship

Not detected in the job text

Keywords

Digital Servicing
Digital Strategy
Digital Transformation
Client Self-Service
Channel Shift
Call Deflection
IVR
Chat Containment
Digital Channels
Customer Experience
Client Service Optimization
Agile Delivery
Data-Driven Decision-Making
Analytics Platforms
Customer Data
Competitive Intelligence
Digital Roadmaps
OKRs
Success Metrics
Digital Journey Containment
Completion Rates
Abandonment Reduction
Cost-Benefit Analysis
Benefit Realization
ROI
Cross-Functional Leadership
Talent Development
Financial Services
Insurance
Regulated Industries

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