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Added 1 min ago
P
Senior Product Manager, Digital Assets Squad
Purpose
Toronto, ON
- Full-time
Purpose Unlimited is looking for a Senior Product Manager to bring dedicated, full-time leadership to the Digital Assets Squad - owning the roadmap, the figures of merit, and the ship date…
Added 1 min ago
HT
IT Internal Auditor
Husky Technologies
Bolton, ON
- Full-time
Supporting Senior Manager, IT Audit and other auditors in the development and execution of audit plans, operational reviews and project engagements.
Added 1 min ago
CP
Manager, Marketing & Communications
Canuck Place Children's Hospice
Vancouver, BC
- Temporary
The Manager, Marketing & Communications, is responsible for developing and executing internal and external marketing and communications strategy and plans that support Canuck Place…
Added 1 min ago
IG
Power Platform Developer
Insight Global
Toronto, ON
- $40 to $45 CAD / hour
- Contract
Insight Global is looking for a Senior Power Platform Developer to join an application development team focused on building digital solutions, applications, and automations that support…
Added 1 min ago
IC
Internship – Digital Marketing & Communications Capacity Development and Implementation Bureau (CDI)
International Civil Aviation Organization
Montreal, QC
- Full-time
The Capacity Development and Implementation Bureau (CDI) supports Member States and the global aviation community through a diverse portfolio of products, services and initiatives,…
Added 1 min ago
UO
Communications and Research Impact Specialist
University of Alberta
AB · Edmonton, AB
- Full-time
…to and works closely with the MVF3C Strategic and Engagement Manager to produce communication plans for HiMARC’s research activities and the…
Added 1 min ago
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Senior Growth Manager - Generosity & Flowthrough
Fanatics
Toronto, ON · North York, ON
- Full-time
Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally…
Added 1 min ago
S
Senior Organizational Change Management Specialist – AI Transformation
Systematix
Ottawa, ON
- Contract
Design and implement adoption approaches for AI-enabled tools and new ways of working, including role-based learning, manager enablement, champion networks, pilot activities, and…
Added 2 mins ago
T
Personal Banking Associate-1
TD
AB · St. Albert, AB
- 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 mins ago
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Directeur, Médias Numériques
DAC
Montreal, QC
- Full-time
Added 2 mins ago
KI
Sales Operations Manager
Kinaxis Inc.
Canada
- Full-time
The Regional Sales Operations Manager partners with Sales Leadership to drive pipeline execution, forecast discipline, and operational excellence across assigned North America territories.…
Added 18 mins ago
AS
Technical Product Manager - Digital Channel Applications
Alterna Savings
Ottawa, ON · Toronto, ON
- Full-time
Bachelor’s degree in computer science, Engineering or equivalent with 3 -5 years proven experience as a Technical Product Manager, Business Analyst, or similar role in a digital environment.
Added 18 mins ago
QP
Operations Manager
QuadReal Property Group
Mississauga, ON
- Full-time
QuadReal Property Group is a global real estate investment, development and operating company headquartered in Vancouver, British Columbia. Its assets under management are $98.5 billion.…
Added 28 mins ago
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Head of Growth & Marketing – Canada
Kurage
Montreal, QC
- Full-time
Create targeted digital acquisition and patient nurturing journeys.
Added 28 mins ago
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Brand Manager
Valnet
Montreal, QC
- Full-time
Valnet is seeking a Brand Manager to own the commercial, financial, and operational performance of one or more digital brands on the Screen portfolio. This role blends strategic P&L…
Added 28 mins ago
CM
Manager, Display & Video
Cossette Media
Toronto, ON
- Full-time
Lead the development of world class programmatic programs and strategies for top tier clients
Added 32 mins ago
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Capital Markets and Accounting Advisory Services, Manager
PwC
Vancouver, BC
- Full-time
…change, restructuring and capital transactions, such as IPOs, and digital transformation…
Added 32 mins ago
T
Personal Banking Associate
TD
AB
- 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 32 mins ago
T
Quality Engineer I
TD
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 32 mins ago
C
Food Services Manager
Chartwell
Oshawa, ON
- Full-time
Are you passionate about creating exceptional dining experiences for seniors? As a Food Service Manager at Chartwell, you will lead a dedicated team to deliver high-quality meals and…
Added 48 mins ago
EV
Advisor, Talent Management
Elk Valley Resources
Sparwood, BC
- $85,000 to $100,200 CAD / year
Reporting to the Manager Talent Development, Performance & Succession, the Advisor, Talent Management will be responsible for providing insights and support for the development,…
Added 48 mins ago
Senior Manager, Strategic Initiatives
Bayshore
Mississauga, ON
The Senior Manager, Strategic Initiatives reports to the Director, Program Excellence and Strategic Initiatives and is an individual contributor accountable for designing and implementing…
Added 48 mins ago
M
Omni and Execution Excellence Manager
Mars
Toronto, ON · BOL-Mars Canada Inc.
- Full-time
The Omni and Execution Excellence Manager leads all Omni, Shopper, and E-Commerce strategy for the Accelerator business - the division supporting the legacy Kellanova brands along with KIND…
Added 59 mins ago
VI
Marketing Specialist
VentaCo Inc.
Toronto, ON · North York, ON
- Part-time
The Marketing Specialist will play a key role in developing and executing VentaCo’s marketing and digital presence. This role will be responsible for social media, content creation, paid…
Added 59 mins ago
RU
Responsable restauration / Catering Lead
Ricoh USA, Inc.
Montreal, QC
- Full-time
…and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information - how it 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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