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Added 3 mins ago
JI
Corporate Continuous Improvement Facilitator
J.D. Irving, Limited
Saint John, NB
- Full-time
Reporting to the Corporate Director, Business Performance and Continuous Improvement, the Continuous Improvement Facilitator is responsible for the development, delivery, and continuous…
Added 15 mins ago
D(
Senior Litigation Associate (5 - 9 Years’ Call)
DWF (Canada)
Calgary, AB · Greater Calgary Metropolitan Area
- Full-time
Participate in professional development and business development activities that support practice growth
Added 15 mins ago
UO
Contracts Specialist - Legal services, Office of General Counsel
University of Calgary
Calgary, AB
- Contract
As a Contract Specialist, reporting to the Director, Research Agreements, you will play a central role in Research Legal - managing a portfolio of files, drafting agreements, negotiating…
Added 15 mins ago
PC
Legal Counsel (12-month Term)
Payments Canada
ON · Ontario, Canada
- $105,750 to $176,250 CAD / year
- Contract
Reporting to the Director, Legal Affairs & Senior Legal Counsel, the Legal Counsel functions as part of a collegial team and provides strategic and business focused legal analysis and…
Added 17 mins ago
UO
Development Coordinator, UCVM
University of Calgary
Calgary, AB
- Full-time
This position reports to the Director of Development, UCVM, providing support to the Director of Development, UCVM. The position works closely with other members of the UCVM Team,…
Added 17 mins ago
L
Senior Manager - North America Construction
lululemon
Vancouver, BC
- Full-time
Reporting to the Director, North America Construction; the Senior Manager, North America Construction, will be responsible for the successful execution of all major investments (New Store…
Added 17 mins ago
CL
General Manager - Off Campus
Campus Living Centres
London, ON
- Full-time
…housekeeping, maintenance, finance, human resources, payroll, and staff development. The General Manager must possess strong communication skills, both verbal and written, and demonstrate…
Added 18 mins ago
Associate Director, Social Policy
Government of Alberta
AB
Executive Council works to ensure effective strategic planning and coordinated policy development and communications across government, engages Albertans and the broader global community,…
Added 18 mins ago
BT
Account Executive - Full-Cycle (North America)
Botpress Technologies Inc.
Montreal, QC
- Full-time
We're hiring a full-cycle Account Executive for the North American market. You'll report to the Director of Sales and own your number end to end - sourcing it, qualifying it, running it,…
Added 18 mins ago
BA
Sr. Financial Analyst
Brookfield Asset Management
Toronto, ON · Brookfield Place
- Full-time
…Collaborative and Disciplined. Brookfield is committed to the development of our people through challenging work assignments and exposure to diverse…
Added 32 mins ago
SS
Global Treasury Audit, Vice President
State Street
Toronto, ON
- Full-time
The successful candidate will support annual audit planning, risk assessments, audit scoping, audit execution, issue development, and regulatory engagement activities across Global…
Added 32 mins ago
UO
Executive Assistant, Development and Alumni
University of Calgary
Calgary, AB
- Full-time
Reporting to the Executive Director, with accountability to assigned Development and Alumni leaders, the Executive Assistant serves as a trusted ambassador for the Development and Alumni…
Added 32 mins ago
L
Senior Manager - NA Brand Marketing
lululemon
Vancouver, BC
- Full-time
…channels to deliver guest communication for the North America business. This role reports to the Director, North America Brand Marketing, and plays a key contribution in driving growth for…
Added 32 mins ago
SI
Senior Specialist, Operational Technology
Saputo Inc.
Montreal, QC
- Full-time
Contribute to the development, documentation, and testing of Business Continuity and Disaster Recovery (BC/DR) plans for OT infrastructure, with a focus on operational resilience and safe…
Added 32 mins ago
E
Directeur, Programmes de conformité et gouvernance
Exceleris
Montreal, QC · Greater Montreal Metropolitan Area
- Full-time
Monitor regulatory developments and advise business teams on regulatory requirements.
Added 32 mins ago
EK
Manager, Technical Support (15-Month Contract)
Earls Kitchen + Bar
Vancouver, BC
- $75,000 to $85,000 CAD / year
- Contract
…for driving operational excellence across all levels of our business, we want to hear from…
Added 34 mins ago
R
Value Stream Manager Vanes
RTX
Longueuil, QC
- Full-time
Added 34 mins ago
People Business Partner, Lyft Urban Solutions
Lyft
Montreal, QC
This is a hands-on role for someone who enjoys being close to the business. Success looks like a deep understanding of the team’s objectives, metrics, performance, and opportunities in…
Added 44 mins ago
BC
Executive Advisor, Legal Services
Build Canada Homes | Maisons Canada
ON · Ontario, Canada
- Full-time
Liaises with and attends monthly meetings with Senior Director, Corporate Finance regarding invoicing matters.
Added 44 mins ago
LC
Sr. Director, Pharmacy Services and Virtual Care
Loblaw Companies Limited
Toronto, ON
- Full-time
…success of our Pharmacy Services programs. You will lead the development and execution of the go-to-market strategy and ongoing business management of our Pharmacy Services portfolio to…
Added 44 mins ago
E
Directeur, Conduite des affaires
Exceleris
Montreal, QC · Greater Montreal Metropolitan Area
- Full-time
Evolve the business conduct and first-line supervision framework.
Added 44 mins ago
TB
Manager, Maintenance & Repairs - Contract
The Beer Store
Bolton, ON
- Contract
We are currently searching for a Manager, Maintenance & Repairs - Contract, reporting to the Director, Real Estate & Construction. This is a Full-Time, 18 month contract opportunity. The…
Added 44 mins ago
LC
Industrial Engineer, Retail Technology Optimization
Loblaw Companies Limited
Brampton, ON
- Full-time
The Retail Tech Optimization team partners with business and technology teams to improve how work gets done across our stores. We combine human-centered design and end-to-end process…
Added 44 mins ago
WC
Quality Assurance Coordinator
World Courier
Mississauga, ON
- Full-time
This role is in support of Cencora’s global logistics and storage services marketed through our World Courier business.
Added 44 mins ago
CI
Senior Financial Analyst- Hybrid
Compugen Inc
Richmond Hill, ON
- Full-time
Reporting to the Director, Services Financial Planning, the purpose of the Senior Financial Analyst is to ensure that financial controls and processes are maintained and transactions are…

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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