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Added 22 mins ago
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Customer Success Manager
BlueCat
Canada
- Full-time
As a Pooled Customer Success Manager, you serve a shared portfolio of customers alongside your teammates rather than owning a named list of your own. Any customer in the pool may be yours…
Added 22 mins ago
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Executive Director
HealthCareersInSask.ca
Cupar, SK
- Full-time
…SHA, is seeking a TEMPORARY FULL TIME OUT OF SCOPE EXECUTIVE DIRECTOR who will be responsible for the operations of this 45 bed level 3 and 4 long-term care facility, located only 45 miles…
Added 22 mins ago
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Program Reporting Manager
OFIFC
Toronto, ON
- Full-time
To plan, organize, direct, and evaluate the financial operations of government funded programs. To ensure adherence to funder reporting and program specific agreements.
Added 34 mins ago
SS
Director of Wellness
Sienna Senior Living
Alliston, ON
- Full-time
Reporting to the General Manager, the Director of Wellness will lead a clinical team to provide care support and services.
Added 41 mins ago
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Director, Insights
Dig Insights
ON · Ontario, Canada
- Full-time
Working closely with the Analysts, Managers and VP on their team, the Director provides essential support to their team to help execute and deliver client projects. The Director is…
Added 41 mins ago
B
Customer Success Manager
BlueCat
Toronto, ON
- Full-time
As a Customer Success Manager, you serve a shared portfolio of customers alongside your teammates rather than owning a named list of your own. Any customer in the pool may be yours on any…
Added 41 mins ago
SH
Clerk - Cardiac Sciences
Shared Health-Soins Communs
Winnipeg, MB
- Full-time
Under the general director of the Manager or delegate, and working as part of a multidisciplinary team, the incumbent is responsible for the efficient and timely scheduling of Cardiac…
Added 53 mins ago
LC
Director, Pharmacy Operations (12 mos contract)
Loblaw Companies Limited
Vancouver, BC
- Full-time
The Director, Pharmacy Operations Region will oversee the operations of Pharmacies in their respective region. Their role is to coach, develop and train pharmacy teams and actively drive…
Added 53 mins ago
LC
Manager, Marketing
Loblaw Companies Limited
Brampton, ON
- Full-time
Working closely with the Director, Marketing, this role will help shape and deliver national marketing strategies across seasonal events, brand programs, customer campaigns, digital and…
Added 1 hour ago
Director, Digital Experience Platforms
Sobeys Capital Incorporated or a Franchise/Affiliate / ou une franchise/société affiliée
Mississauga, ON · Halifax, NS
The Director, Digital Experience Platforms (DXP) is accountable for the strategy, engineering delivery, operations, reliability, and evolution of all customer-facing digital experience…
Added 1 hour ago
TS
Property Manager
The Salvation Army Canada and Bermuda Territory
Toronto, ON
- Full-time
POSITION PURPOSE SUMMARY: The Property Manager is responsible for ensuring that all Toronto Harbour Light Ministries facilities comply with applicable legislation, accreditation standards,…
Added 1 hour ago
LC
Associate Product Manager
Loblaw Companies Limited
Brampton, ON
- Full-time
Calling all food lovers! The Assistant Product Manager works in a fast-paced environment to support the product development journey to bring our beloved brands including President’s Choice…
Added 1 hour ago
BE
Production Manager - Assembly
BizLink elocab – Engineered Solutions
Cambridge, ON · Greater Kitchener-Cambridge-Waterloo Metropolitan Area
- $110,000 to $140,000 CAD / year
- Full-time
The Production Manager, Assembly, reporting directly to the Managing Director, is responsible for leading the assembly and cable harnessing operations. A primary focus of this role is the…
Added 1 hour ago
PI
Senior Director, Human Resources
Photonic Inc.
Coquitlam, BC
- $171,400 to $235,700 CAD / year
- Full-time
…operationally, and preparing the business for the future. The Senior Director, Human Resources will lead the delivery and continued development of the HR infrastructure required to support…
Added 1 hour ago
CG
Technical Training Specialist – Hazardous Locations - 967
CSA Group
Toronto, ON
- $4,198.44 CAD / week
- Full-time
The Technical Training Specialist works with Director, Technical Training & Qualifications, Technical Training Manager, and other Technical Training Specialists, and Human Resources team…
Added 1 hour ago
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Sr. Financial Analyst, Legal Entity Reporting
CIBC
Toronto, ON
- Full-time
…leading review sessions with key stakeholders including the Director, Statutory Reporting, Controllers and the VP, Statutory and Regulatory Reporting, responding to requests from key…
Added 1 hour ago
BC
Assistant Head of Lighting
Banff Centre for Arts and Creativity
Banff, AB · AB- Banff, Alberta
- Full-time
Under the leadership of the Production Manager of Performing Arts and working with the Head of Lighting, some of the key responsibilities include:
Added 1 hour ago
TO
Manager, IT Program Delivery (Re-advertised)
Town of Gravenhurst
Gravenhurst, ON
- Full-time
Under the direction of the Director of Legislative Services, this role will focus on the delivery of the IT program, including managing existing IT systems and monitoring the technology…
Added 1 hour ago
EG
Event Sales Manager- BMO Center at the Stampede Grounds
Encore Global
Calgary, AB
- Full-time
The Sales Manager is responsible for effectively guiding customers through event experiences, identifying solutions that meet their goals and objectives, resulting in a compelling event…
Added 1 hour ago
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Website Manager
OpTalent | Canada | Recruitment
Toronto, ON · Etobicoke, ON
- Full-time
…Canada and the United States is seeking a Digital Experience Manager to join their team at their Corporate Office in Etobicoke,…
Added 1 hour ago
CA
Membership Account Specialist
Canadian Association of Defence and Security Industries (CADSI)
Ottawa, ON
- Full-time
Share member feedback and intelligence with the Manager, Member Engagement and Director, Membership Care to support broader outreach and engagement initiatives.
Added 2 hours ago
EO
Manager, Field Operations Management
Elections Ontario
Toronto, ON · North York, ON
- Temporary
Position Title: Manager, Field Operations Management
Added 2 hours ago
PERSONAL SUPPORT WORKER
Southbridge Healthcare LP
London, ON
Completed a PSW Program that meets the appropriate standards established by the Ministry of Training, Colleges and Universities, the National Association of Career Colleges, or the Ontario…
Added 2 hours ago
PERSONAL SUPPORT WORKER
Southbridge Healthcare LP
London, ON
Completed a PSW Program that meets the appropriate standards established by the Ministry of Training, Colleges and Universities, the National Association of Career Colleges, or the Ontario…
Added 2 hours ago
DIETITIAN
Southbridge Healthcare LP
St. Catharines, ON
As a member of the Clinical Team, the Dietitian consults with and advises the Food Service Manager and Director of Care concerning nutrition and hydration program needs. The Dietitian is…

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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