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Added 10 mins ago
VA
Direct Entry Captain King Air 200 - Air Ambulance
Voyageur Aviation
Dieppe, NB
- Full-time
As a key member of the Flight Operations team, the Captain (King Air BE20) will report to the Director, Flight Operations, and will be responsible for the safe and efficient operation of…
Added 25 mins ago
WB
Activities Attendant
Whistler Blackcomb
Whistler, BC
- Temporary
A Mountain Activities Attendant team member is a flexible employee who often works across multiple departments and in various roles to support the one resort mentality which could include…
Added 25 mins ago
PF
Part Time Days Warehouse Associate Replenishment
Performance Food Group
Milton, ON
- Part-time
Position Purpose: As a member of our Warehouse team you will take orders from request to reality, in an environment where you'll feel and create a culture of safety and family. You will…
Added 25 mins ago
PF
Part Time Days Warehouse Associate Receiver
Performance Food Group
Milton, ON
- Part-time
Position Purpose: As a member of our Warehouse team you will take orders from request to reality, in an environment where you'll feel and create a culture of safety and family. You will…
Added 25 mins ago
GK
Bar & Waiting Staff
Greene King Brewery
Manchester, NS
- Part-time
__vacancyopjusttionswidget.opt-Team Member Sub-Type__ Permanent
Added 54 mins ago
CH
Seasonal Holiday Team Lead- Halifax Shopping Centre
Cherry Hill Programs
Halifax, NS
- Part-time
Participate as a team member, ensuring photo operations run smoothly and effectively
Added 54 mins ago
W
cook
Wendy's
Gibsons, BC
- Full-time
This employer promotes equal employment opportunities for all job applicants, including those self-identifying as a member of these groups:
Added 54 mins ago
L
first cook
LandSea
Squamish, BC
- Full-time
This employer promotes equal employment opportunities for all job applicants, including those self-identifying as a member of these groups:
Added 54 mins ago
L
cook
LandSea
Squamish, BC
- Full-time
This employer promotes equal employment opportunities for all job applicants, including those self-identifying as a member of these groups:
Added 1 hour ago
C
Seismic Imaging Analyst
CGG
Calgary, AB · CAN-Calgary
- Full-time
Start your career with a recognized leader in geoscience technology and solutions! As a member of Viridien’s Subsurface Imaging team, you will receive comprehensive training to apply…
Added 1 hour ago
RS
Material Handler Night Shift Sunday - Wednesday
Ryder Supply Chain Solutions
Winnipeg, MB · CAN - Winnipeg MB Gamble Pl
- Full-time
Ability to work independently and as a member of a team
Added 1 hour ago
TC
Theatr Clwyd Trainee Director
Theatr Clwyd
Montreal, QC · Urban agglomeration of Montreal, QC
- Contract
…other projects. The Trainee will also spend time with every team at Theatr Clwyd, ensuring a full and rigorous understanding of every aspect of creating, producing and running a piece of…
Added 1 hour ago
PH
Physiotherapist, Critical Care - BC Children’s Hospital
Provincial Health Services Authority
Vancouver, BC
- Full-time
Added 1 hour ago
FB
Janitor
Farm Boy Inc.
Aurora, ON
- From $18 CAD / hour
- Full-time
…detail, pride in your work, and a customer-first mindset, you’ll support both our customers and Team Members by maintaining shared spaces and contributing to a positive in-store experience.…
Added 2 hours ago
P
Technology Strategy & Transformation, Manager
PwC
Calgary, AB
- Full-time
This position ensures continuity and upholds our standards of excellence following the departure of a valued team member.
Added 2 hours ago
UR
Heavy Duty Field Mechanic
United Rentals
Calgary, AB · Fort McMurray, AB · Sherwood Park, AB · AB
- Full-time
…towards leadership roles in our Service Department. Like every member of our team, we will rely on you to provide exceptional customer service to our…
Added 2 hours ago
HT
Designer, Development (Service)
Husky Technologies
Bolton, ON
- Full-time
Husky TechnologiesTM is an exciting company with tremendous potential. We have a great team and great expectations. If you are attracted to bold goals, believe in uncompromising honesty,…
Added 2 hours ago
HT
Manager, Internal Controls
Husky Technologies
Bolton, ON
- Full-time
Husky TechnologiesTM is an exciting company with tremendous potential. We have a great team and great expectations. If you are attracted to bold goals, believe in uncompromising honesty,…
Added 2 hours ago
HT
Internal Auditor (Business Control & IT)
Husky Technologies
Bolton, ON
- Full-time
Husky TechnologiesTM is an exciting company with tremendous potential. We have a great team and great expectations. If you are attracted to bold goals, believe in uncompromising honesty,…
Added 2 hours ago
HT
CNC Programmer
Husky Technologies
Bolton, ON
- Full-time
Understand order of operations and support quality fixturing
Added 2 hours ago
HT
Product Development Engineer
Husky Technologies
Bolton, ON
- Full-time
Husky TechnologiesTM is an exciting company with tremendous potential. We have a great team and great expectations. If you are attracted to bold goals, believe in uncompromising honesty,…
Added 2 hours ago
HT
IT Internal Auditor
Husky Technologies
Bolton, ON
- Full-time
…efficiency and effectiveness in financial processes, business operations and major initiatives. You will play a key role within the Internal Audit Department to test the effectiveness of…
Added 2 hours ago
HT
VP, Accounting & Controllership (Husky)
Husky Technologies
Bolton, ON
- Full-time
Husky TechnologiesTM is an exciting company with tremendous potential. We have a great team and great expectations. If you are attracted to bold goals, believe in uncompromising honesty,…
Added 2 hours ago
HT
CNC Machinist - Rotational Shifts only + Benefits package + Paid time off +Shift Premium+ RRSP benefits
Husky Technologies
Bolton, ON
- Full-time
Investigate and perform root cause analysis on non-conformance and scrap events. Communicate as required with Team Leader, Quality Analyst and Programming support on findings and correct…
Added 2 hours ago
C
Associate, Sales & Trading
Clarity
Vancouver, BC
- $120,000 to $240,000 CAD / year
- Full-time
As an Associate, Sales & Trading, you will be a key member of Clarity's front-line team, working directly with individuals who are looking to buy or sell shares on our platform. In this…

Sun Life

Director, Digital Servicing

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

Full-time

Apply About employer

Applications open in a new tab.

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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