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Added 26 mins ago
SB
Business Development Manager - Business & Education
Simply Business
Vancouver, BC
- $65,000 to $75,000 CAD / year
- Full-time
…Premium Education Partner, we provide Apple products, managed IT services, leasing, device lifecycle solutions and Apple Professional…
Added 26 mins ago
DC
Technical Specialist, Project Management
Defence Construction Canada
Cold Lake, AB
- Full-time
The Technical Specialist, Project Management, provides project management services to support the delivery of routine to moderately complex infrastructure and environmental projects. The…
Added 26 mins ago
DC
Coordinator, Project Management
Defence Construction Canada
Cold Lake, AB
- Full-time
…demonstrating our commitment to excellence and professional…
Added 26 mins ago
DC
Technical Specialist, Project Management (Project Assistant)
Defence Construction Canada
Petawawa, ON
- Full-time
The Technical Specialist, Project Management (Project Assistant), provides project management services to support the delivery of routine to moderately complex building infrastructure and…
Added 26 mins ago
TC
Board of Director
The Canadian Training Institute
Toronto, ON
- Volunteer
…healthier communities. Our mission is to contribute to the development of knowledge, skills, and services that reduce social conflict and promote active participation in building healthy…
Added 57 mins ago
M
Director of Marketing Strategy, Manulife Bank
Manulife
Toronto, ON · Waterloo, ON · Montreal, QC · Halifax, NS
- Full-time
The Director of Marketing Strategy, Manulife Bank will lead a team of marketing strategists responsible for developing and executing go-to-market strategies for Manulife Bank initiatives.…
Added 1 hour ago
MG
Physician Assistant (General Internal Medicine)
Michael Garron Hospital
Toronto, ON
- Full-time
…a wide range of acute, rehabilitation, and community-based services. The hospital is a founding partner of East Toronto Health Partners, working with health and social service agencies to…
Added 1 hour ago
TS
Institutional Equity Salestrader
TD Securities
Toronto, 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 1 hour ago
RM
Human Resources/Labour Relations Consultant
Ross Memorial Hospital
Kawartha Lakes, ON · Lindsay, ON
- Full-time
Reporting to the Director of Human Resources, the HR/LR Consultant will provide guidance and support to managers and other Human Resources staff on employment and labour relations matters.…
Added 1 hour ago
B
General Repair Technician
BGIS
Brockville, ON
- Full-time
BGIS is a leading provider of customized facility management and real estate services. With a combined team of over 10,000 professionals worldwide, we relentlessly focus on enabling…
Added 1 hour ago
WC
On-Call Education Assistant (Internal/External)
W̱SÁNEĆ College
Brentwood Bay, BC
- Full-time
…to students with serious disabilities (multiple physical or development challenges and needs such as autism or cerebral palsy) and/or providing specialized assistance such as speech therapy…
Added 1 hour ago
G
Associate Director, Media Planning
GALE
Toronto, ON · Greater Toronto Area, Canada
- Full-time
We are seeking a results-driven, goal-oriented Associate Director, Integrated Communications Planning. This role is a crucial component in delivering results for our largest, most…
Added 1 hour ago
CH
Associate Director, Financial Operations
Covenant House Toronto
Toronto, ON
- Full-time
…homeless, trafficked or at risk, we offer the widest range of services to hundreds of young people every…
Added 1 hour ago
NI
Quality Engineer
Norsat International
Richmond, BC
- $40,000 to $50,000 CAD / year
- Volunteer
Contribute in the development and implementation of systems, policies, and procedures for selecting and qualifying new suppliers, as well as monitoring capabilities and performance of…
Added 1 hour ago
IH
Project Lead | Evaluation
Interior Health Authority
Kelowna, BC
- Full-time
Provides leadership and direction to projects, including the development of project teams, for high priority IH and provincial Health & Housing initiatives, under the direction of the…
Added 1 hour ago
DC
Indigenous Counsellor - Regular Probationary Faculty (Student Affairs & Services)
Douglas College
New Westminster, BC
- Full-time
This role is a faculty position, that reports to the Director of Student Affairs and Services. The Indigenous Counsellor will be an integral part of both the Indigenous Student Services and…
Added 1 hour ago
DC
Director, Indigenous Academic Initiatives
Douglas College
New Westminster, BC
- Full-time
Reporting to the Vice President, Academic and Provost, the Director, Indigenous Academic Initiatives, provides day-to-day and strategic leadership for Indigenization within the Academic…
Added 1 hour ago
UO
Associate Director, Residence Life
University of Victoria
Victoria, BC
- Full-time
Reporting to the Director, the ADRL utilizes grounded, contemporary theory, pedagogy, and professional standards in student housing and community life to develop and manage a comprehensive,…
Added 1 hour ago
A
Senior Director, Global Sports & Partnership Marketing
ARC'TERYX
North Vancouver, BC
- Full-time
Establishing a cohesive global athlete strategy - identification, recruitment, development, services, and lifecycle management across climb, snow, and trail - partnering with Activity Leads…
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
PC
Risk Modelling Services, Actuarial P&C Director (Bilingual FR/EN)
PwC Canada
Toronto, ON
- Full-time
A career in our Risk Modelling Services team as a Property & Casualty (P&C) Actuary, will provide you with the opportunity to contribute risk modelling, general insurance advice and…
Added 1 hour ago
FT
Outside Sales - Territory Manager Quebec West
Fast Tire Co
Vaudreuil-Dorion, QC
- Full-time
Reporting to the Regional Sales Manager - East, the Territory Manager will have as main responsibilities market development, the coordination of sales with the customers and the internal…
Added 1 hour ago
SL
Director, Enterprise Architecture Strategy, Core Platform
Sun Life Québec
Montreal, QC
- Full-time
The Director drives the architecture integration strategy across cloud, on premise, network, application platforms, and foundational technology services. The role translates enterprise and…
Added 1 hour ago
SL
Director, Domain Enterprise Architect, RPA and Intelligent Automation
Sun Life Québec
Montreal, QC
- Full-time
Reporting to the Assistant Vice President, Enterprise Architecture, Core Platforms, the Director, Domain Enterprise Architect, RPA and Intelligent Automation leads the architecture for Sun…
Added 1 hour ago
V
Branch Manager - West End
Vancity
Vancouver, BC
- Full-time
As a Branch Manager, you will lead branch operations, optimize member experience, and drive business development through exceptional people leadership and strategic execution within one of…

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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