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Added 5 mins ago
C
Senior Marketing Advisor
CPCS
Toronto, ON
- $85,000 to $98,000 CAD / year
- Full-time
…Group (AMK) across Canada, the U.S., the UK and Europe. Think strategy one day, a major pursuit or campaign the next, with thought leadership, events and executive visibility mixed in. If…
Added 6 mins ago
I
Senior Marketing Events Specialist
Intelcom
Montreal, QC · Service Centre (Montreal)
- Full-time
Lead the creation and deployment of internal and client events, as required.
Added 6 mins ago
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Canada Federal Principal
HDR
Calgary, AB · Vancouver, BC · Burlington, ON · Ottawa, ON · Richmond Hill, ON · Toronto, ON
- Full-time
Assure that HDR’s brand is elevated and maintained through quality design, innovative planning, client service and thought leadership on projects throughout Canada and beyond.
Added 6 mins ago
FC
Customer Journey Optimization Developer
Fidelity Canada
Toronto, ON
- Full-time
…Analytics (CJA). Reporting to the Director, Customer Journey Strategy, this role brings forward core marketing orchestration skills - including campaign workflow build, audience…
Added 35 mins ago
ZS
Data & Analytics Solutions Architect
Zodiac Solutions, Inc
Toronto, ON
- Full-time
Proven ability to lead architecture definition, HLD/LLD creation, NFR assessment, migration planning, technical governance, and production readiness activities.
Added 35 mins ago
B
BILINGUAL SENIOR BUSINESS ADVISOR, FINANCIAL MANAGEMENT, BUSINESS TRANSITION AND STRATEGY - Montreal
BDC
Montreal, QC
- Full-time
…businesses across Canada. As a Senior Business Advisor, you lead and deliver high-value advisory engagements that help entrepreneurs strengthen financial performance, improve…
Added 35 mins ago
EC
Senior Customer Success Manager, Defence
Esri Canada
Ottawa, ON
- Full-time
Own and lead strategic customer success for complex customer accounts, building trusted relationships with executive, political, and senior civil service stakeholders.
Added 35 mins ago
EC
Senior Customer Success Manager, Prairies
Esri Canada
AB · Edmonton, AB
- Full-time
Own and lead strategic customer success for complex customer accounts, building trusted relationships with executive, political, and senior civil service stakeholders.
Added 35 mins ago
VC
Project Coordinator
Valard Construction
Calgary, AB
- Full-time
Analyze data from suppliers, vendors, and subcontractors to aid in the development of procurement strategies that optimize costs, quality, and lead times
Added 35 mins ago
TC
Data & Analytics Solutions Architect - Open Source
Tata Consultancy Services
Toronto, ON
- $110,000 to $130,000 CAD / year
- Full-time
Proven ability to lead architecture definition, HLD/LLD creation, NFR assessment, migration planning, technical governance, and production readiness activities.
Added 35 mins ago
TC
Forward deployed Engineer
Tata Consultancy Services
Toronto, ON
- $100,000 to $120,000 CAD / year
- Full-time
Strong client-facing consulting skills with experience conducting discovery workshops, solution shaping, rapid prototyping, stakeholder communication, and technical presentations.
Added 35 mins ago
C
Financial Planning Advisor
CIBC
London, ON
- Full-time
Collaboration - Work proactively with your team and internal and external partners and other trusted advisors to lead the development of an integrated financial plan for new and existing…
Added 35 mins ago
SL
Attorney/Lawyer (Saint Genevieve County)
Stange Law Firm, PC
MB · Saint Geneviève, MB
- Full-time
Stange Law Firm provides strong marketing and consistent client demand. Attorneys are supported by experienced paralegals and legal assistants, along with established intake, accounting,…
Added 35 mins ago
FI
Senior Simulation Scientist
Fulfillment IQ
Toronto, ON
- $115,000 to $145,000 CAD / year
- Full-time
We work at the intersection of strategy, supply chain, and technology where we solve complex, real-world problems across warehouse design, automation, order management, transportation, and…
Added 51 mins ago
R
Director, Corporate Client Group
RBC
Montreal, QC
- Full-time
You will support the Managing Director, Corporate Client Group (CCG) in achieving the broader business strategic priorities and operational performance. You will be accountable for…
Added 51 mins ago
TG
DevOps Analyst
TMX Group
Toronto, ON
- Full-time
…technology needs, operations and digital innovation. GTS as a client centric organization focuses on building technology capabilities, enabling our clients with the best technology…
Added 51 mins ago
TG
DevOps Analyst
TMX Group
Montreal, QC
- Full-time
…technology needs, operations and digital innovation. GTS as a client centric organization focuses on building technology capabilities, enabling our clients with the best technology…
Added 51 mins ago
S
Director, Quality & Privacy Officer
SHIPSHEY
Mississauga, ON
- $98,968.67 to $118,320 CAD / year
- Full-time
…improvement activities to promote a culture of quality and client safety using evidence to improve client outcomes and developing quality improvement efforts within the organization,…
Added 1 hour ago
GT
Electric Utilities OCM Consultant (ADMS)
Grid Transformation
Canada
- Full-time
…technology advisory firm. We help utilities turn grid-modernization strategy into operational reality across Advanced Distribution Management System (ADMS), Outage Management System (OMS),…
Added 1 hour ago
GT
ADMS Test Manager
Grid Transformation
Canada
- Full-time
…program teams, vendors, and systems integrators to plan and lead testing across ADMS, OMS, DMS, SCADA, and associated interfaces. The role combines utility-domain insight with strong test…
Added 1 hour ago
BM
Assistance Vice President of Client Success
Bespoke Metrics Inc.
Toronto, ON
- $90,000 to $120,000 CAD / year
- Full-time
Lead client-facing implementation of initiatives across organizations of varying complexity and size.
Added 1 hour ago
Business Process & Strat. Associate Dir.
NTT DATA Services
Toronto, ON
Leads the design, delivery, and ongoing support of Business Intelligence solutions across multiple client accounts. Responsible for translating business and client requirements into…
Added 1 hour ago
Store Director
Sephora
NB · Saint John, NB
…the world. Our constant innovation, our ability to see and lead trends, and our focus on providing an outstanding customer experience make us the most-loved beauty community and top of mind…
Added 1 hour ago
SJ
Manager, Employee & Labour Relations (Non-Acute)
St. Joseph's Healthcare Hamilton
Brantford, ON · Guelph, ON · Hamilton, ON · St Josephs Health Centre Guelph
- Full-time
…and integral contributor to stakeholder’s labour relations…
Added 1 hour ago
EG
Environmental Risk Assessment Specialist
Egis Group
Hamilton, ON
- $95,000 to $130,000 CAD / year
- Full-time
Lead, design, and conduct Human Health Risk Assessments (HHRA) and Ecological Risk Assessments (ERA) for major transportation projects (i.e. Hamilton LRT, Pearson Airport), infrastructure…

Sun Life

Director, Digital Servicing

Toronto, ON, Canada
Waterloo, ON, Canada
Montreal, QC, Canada
Sun Life Waterloo King, Canada

Full-time

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Job details

Job type: Full-time
Apply by: Oct 19, 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

The Director, Digital Servicing leads the strategy and execution of digital initiatives to drive client self-service and optimize channel shift outcomes. They partner with cross-functional teams to define roadmaps, improve digital journey containment, and deliver technology-enabled solutions that enhance efficiency.

Requirements

Candidates must have a university degree in business, analytics, or computer science and 5-10 years of progressive experience in digital strategy or operations. A proven track record in leading cross-functional teams and navigating large, matrixed organizations is required.

Skills

Digital strategy
Customer experience
Operations management
Agile delivery
Data-driven decision-making
Call center optimization
IVR optimization
Digital transformation
Cross-functional leadership
Strategic planning
Cost-benefit analysis
Performance management
Stakeholder management
Analytical skills
Problem-solving

Benefits

Sabbatical program
Mental health support
Incentive plans
Continuous learning and development

Visa sponsorship

Not detected in the job text

Keywords

Digital Servicing
Digital Strategy
Customer Experience
Operations Management
Agile
Data-driven
IVR
Call Deflection
Digital Transformation
ROI
Financial Services
Insurance
OKRs
Analytics
Strategic Planning
Client Self-service
Channel Shift
Matrixed Organization
Performance Management
Benefit Realization

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