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Added 2 mins ago
TS
Day Service Team Leader
The Salvation Army in Canada
Winnipeg, MB
- Full-time
Though formally only responsible for their own time and effort, this role serves as Team Lead for the Day Service Facilitators within the program by providing day-to-day direction,…
Added 2 mins ago
M
Manager, Facilities Management
Morguard
Mississauga, ON
- Full-time
…multi‑suite residential properties across North America. Our team reflects a wide range of backgrounds, perspectives, and experiences, and we believe that diversity strengthens…
Added 2 mins ago
E
Senior Sub-System Design Engineer
Ericsson
Ottawa, ON
- Full-time
…organization, specifically within the Performance & Allocation…
Added 2 mins ago
D
Manager, Commercial Assurance (Calgary)
Deloitte
Calgary, AB
- Full-time
Contribute to a high-performing Commercial Assurance team by coaching colleagues, sharing leading practices, supporting practice development initiatives, and helping clients improve…
Added 2 mins ago
R&
Senior Business Analyst - Finance Transformation
Robertson & Company Ltd.
Toronto, ON
- Contract
…stakeholders, finance leaders, and implementation partners, this team will drive the modernization of core finance capabilities and establish a scalable foundation for future…
Added 2 mins ago
TU
Project Manager
The University of British Columbia
Vancouver, BC
- $7,158.42 to $10,292.25 CAD / month
- Part-time
In consultation with the PI and research team, the Project Manager will lead the development of the websites and some of the research outputs. This also includes, but is not limited to,…
Added 2 mins ago
HA
Senior Engineer – Systems (Powerplant)
Horizon Aircraft
Kawartha Lakes, ON · Lindsay, ON
- Full-time
…(Powerplant). Your role involves the integration, installation, development, and certification of aircraft propulsion systems and associated hybrid powerplant installations from concept…
Added 2 mins ago
TU
Finance Manager
The University of British Columbia
Vancouver, BC
- $8,087.08 to $12,117.08 CAD / month
- Full-time
…advice, tools and reports to directors and budget managers; development of unit level individual budgets; financial modeling; sensitivity analysis for financial planning beyond the budget…
Added 2 mins ago
CG
Manager, Talent Development
Compass Group Canada
Mississauga, ON
- Full-time
…total rewards program will be shared by the Talent Acquisition team during the hiring process. Canadian work experience is not a requirement for this role. Please note that artificial…
Added 2 mins ago
TU
Registration and Administration Associate
The University of British Columbia
Vancouver, BC
- $4,443 to $4,668 CAD / month
- Full-time
Administration and Communications | Continuing Professional Development | Faculty of Medicine
Added 2 mins ago
7
Manager, IT
7shifts
Saskatoon, SK
- $112,000 to $169,000 CAD / year
- Full-time
Lead and develop a small team, setting priorities, providing coaching and feedback, and creating an environment of curiosity, ownership, and continuous improvement
Added 2 mins ago
TC
Senior ESG Analyst - 12-month contract
The CSL Group Inc.
Montreal, QC
- Temporary
Lead the preparation of the Sustainability Report, including planning, data coordination, content development, and
Added 2 mins ago
IR
Analog Design Lead
IC Resources
Ottawa, ON
- Full-time
…entering an exciting phase of growth and will be building a team of Analog IC Design Engineers to focus on high-speed SerDes design in FinFet. The Analog Design Lead will be one of the…
Added 2 mins ago
PS
Director, PMO
Periscope Search Group
Toronto, ON
- Full-time
You'll own large-scale programs that span project and product management, development, architecture, QA, DevOps and shared services, with onshore and offshore teams of 200 to 500 people,…
Added 3 mins ago
Service Lead Technician Special Operations, Major Correctives - Canada (mf/d)
Nordex Group
AB
Do you want to be part of an agile team where colleagueship truly matters?
Added 3 mins ago
PH
Peer Support Worker, Mental Health
Providence Healthcare
Vancouver, BC
- Other
…or mental health challenges. This role works as an embedded team member in the Complex Intervention Response Team and works alongside other Peers and Indigenous Wellness Liaisons to provide…
Added 3 mins ago
PH
Psychologist, Road to Recovery Aftercare
Providence Healthcare
Vancouver, BC
- Other
Recovery doesn’t end when treatment does. Come be part of a team helping people build what comes next.
Added 3 mins ago
Carrier Manager
Lush Handmade Cosmetics
Toronto, ON
We are looking for a dynamic and creative individual who identifies with our values and ethics to join our support team as a Carrier Manager. The role’s primary responsibility is developing…
Added 6 mins ago
KF
nurse practitioner
Kincardine Family Health Team
Southampton, ON
- $64.86 to $70.32 CAD / hour
- Part-time
- On-site
Added 9 mins ago
TI
restaurant supervisor
Toscana Italian Grill
Calgary, AB
- From $17 CAD / hour
- Full-time
- On-site
COME JOIN OUR TEAM! *Toscana Italian Grill (Downtown)* *Restaurant Supervisor* We are looking for an experienced and motivated *Restaurant Supervisor* to join our team. This is a hands-on…
Added 11 mins ago
ET
telecommunications manager
Edmonton Tel Tech Ltd
Calgary, AB
- $55,000 to $60,000 CAD / year
- Contract
- On-site
…an experienced and motivated Telecommunications Manager to lead and support our field technician team. Key Responsibilities * Lead and support telecommunications sales initiatives, with a…
Added 17 mins ago
BL
Senior Corporate Paralegal
BC Legal Management Association
Langley (District), BC · Langley, BC
- Other
…skills. There is a possibility that this role will grow into a team lead role in the next two years and you’ll have the opportunity to work closely with the current lead to gain valuable…
Added 17 mins ago
CG
Manager, Learning & Development
Compass Group Canada
Mississauga, ON
- Full-time
…total rewards program will be shared by the Talent Acquisition team during the hiring process. Canadian work experience is not a requirement for this role. Please note that artificial…
Added 17 mins ago
I
Client Onboarding Specialist
iQmetrix
Toronto, ON
- Full-time
Client Launch & Enablement team partners with clients from the moment they begin their journey with us, through implementation, enablement, and product adoption. We focus on delivering…
Added 17 mins ago
B-
Geotechnical Engineer
B2Gold - Nunavut
NU · Nunavut, Canada
- Full-time
…in Canada, Mali, Namibia and the Philippines, and numerous development and exploration projects in various…

Sun Life

Director, Digital Servicing

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

Full-time

Apply About employer

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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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