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Added 4 mins ago
CO
Application & Integration Technical Analyst
City of Saint John
Saint John, NB
- Full-time
Under the direction of the designated IT Manager, the Application and Integration Technical Analyst is a technical lead responsible for system architecture, data strategy, and integration…
Added 4 mins ago
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Future Opportunity - Senior Project Manager, Major Projects
Ledcor
Toronto, ON · Etobicoke, ON
- Full-time
We are seeking a Senior Project Manager to oversee Complex Institutional Projects to lead the pursuit and delivery of major capital programs across Ontario. This role is ideal for an…
Added 4 mins ago
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Retention Advisor
Neilson Financial Services
Toronto, ON
- Full-time
Log service desk requests with manager when experiencing system issues.
Added 4 mins ago
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Fence Labourer
Cooper Equipment Rentals Limited
Ottawa, ON
- Full-time
Inspect equipment for damage upon return and notify supervisor or branch manager of damaged or broken fence materials.
Added 6 mins ago
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Nurse B - Clinical Nurse Educator
HealthCareersInSask.ca
Herbert, SK
- Full-time
Two years health care service delivery/education/program develop/evaluation
Added 6 mins ago
Section Manager, Technical Training
CityofOttawa
Ottawa, ON
You are accountable for training delivery, program performance, resource optimization, risk management, workforce development, and continuous improvement, and provide advice and…
Added 6 mins ago
Postmaster - Corporate Provided Premises (Group Office)
Canada Post - Postes Canada
Batchawana Bay, ON
…The Postmaster, reporting to the Superintendent/Local Area Manager, is responsible for promoting and selling postal products and services to the public and businesses in the community. As…
Added 6 mins ago
Registered Nurse (N2) - Obstetrics, Gynecology and Neonatology Resource Team -NICU Specific
Winnipeg Regional Health Authority
Winnipeg, MB
Under the general supervision of the Manager Health Services, and while demonstrating a commitment to the Mission, Values and Management Philosophy of St. Boniface Hospital, the Registered…
Added 6 mins ago
Clinical Interventionist, Provincial Preschool Autism Services (Halifax)
Nova Scotia Health and IWK Health
Halifax, NS
Reporting to the Clinical Manager, Provincial Preschool Autism Services, the PPAS Clinical Interventionist is part of an interprofessional team with a provincial service delivery mandate.…
Added 20 mins ago
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Patient Resident Care Manager 2 - Cardiac Ward
Providence Healthcare
Vancouver, BC
- Full-time
Reporting to the Program Director or Senior Manager, this key role provides operational leadership and support to interdisciplinary team members in the provision of quality care to…
Added 20 mins ago
CO
Inventory Coordinator
Culligan of Canada
London, ON
- $21 CAD / hour
- Full-time
Culligan offers a full line of water treatment products for every problem. We provide the dependable service and technical expertise that has made Culligan the water solution choice for…
Added 20 mins ago
Facilities Manager (6-month contract)
Geotab
Oakville, ON
As a Facilities Manager your key area of responsibility will be leading the day-to-day operation and continuous improvement of Geotab's Oakville headquarters. You will lead the Office…
Added 35 mins ago
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US Corporate Tax - Calgary - Senior Manager
EY
Calgary, AB
- Full-time
…all about identifying and adapting to change. As a Tax Senior Manager, you’ll see this first hand by being immersed in the evolving tax environment through preparing and auditing income tax…
Added 35 mins ago
TS
Class 1 Driver (Hitchhiker & Boom)
The Shaw Group Limited
Lantz, NS
- Full-time
Reporting to the Logistics Manager, you will be part of the Shaw Transport Lantz Team and will play an integral role in the safe, on-time delivery of our products to customers across…
Added 35 mins ago
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Pharmaceutical Plant Manager
SPECTRAFORCE
Cambridge, ON
- Full-time
Monitor vendor performance to ensure material quality, timely delivery, and service reliability
Added 35 mins ago
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Manager, Facilities Management - Multi-Residential
Morguard
Mississauga, ON
- Full-time
Develop, track, and report on procurement and service delivery metrics to support operational excellence and continuous improvement.
Added 35 mins ago
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Dispatcher (1 Year contract) Calgary or Surrey
AFL
Calgary, AB
- Full-time
As part of AFL, a global leader in fiber optic products and network solutions, AFL Integria supports the build and delivery of telecommunications infrastructure across Canada. Our teams…
Added 35 mins ago
GS
Finance Manager (Full-time / Onsite)
Good Shepherd Ministries
Toronto, ON
- Full-time
Reporting to the Assistant Executive Director, the Finance Manager enhances the dignity and quality of life of our clients through his/her assumed responsibility for the stewardship of…
Added 36 mins ago
Prepared Foods - Clerk Department Second Deli
Sobeys Capital Incorporated or a Franchise/Affiliate / ou une franchise/société affiliée
Dartmouth, NS
Provide customers with friendly and professional service. Fulfill duties for all areas of the Deli/ A La Carte Department. Supervise the Deli/A La Carte Department and staff in the absence…
Added 36 mins ago
Dispatch Coordinator
PFX Group
Milton, ON
Administer the coordination of bulk delivery slips with Accounting and Customer Service by providing backup to the freight and invoice process.
Added 36 mins ago
Licensed Practical Nurse
Covenant Care + Covenant Living
Calgary, AB
Reporting to the Resident Care Manager (RCM), the Licensed Practical Nurse (LPN) is responsible for managing the day-to-day delivery of care to residents by motivating and empowering the…
Added 36 mins ago
Propane Specialist - Service
Superior Plus Propane Talent Acquisition
Lloydminster, AB
Reporting to the District Manager and collaborating daily with the Delivery Coordinator, the primary responsibility of the Propane Specialist is to deliver propane. This role also handles…
Added 36 mins ago
Food & Beverage Attendant 2026/27
Chicopee
Kitchener, ON
Reports to: Manager, Food & Beverage or designate
Added 36 mins ago
TS
Class 1 Driver (Hitchhiker & Boom)
The Shaw Group
Lantz, NS
- Full-time
Reporting to the Logistics Manager, you will be part of the Shaw Transport Lantz Team and will play an integral role in the safe, on-time delivery of our products to customers across…
Added 50 mins ago
TI
Manager, Enterprise Risk Management
Teranet Inc.
Toronto, ON
- $140,400 to $152,100 CAD / year
- Full-time
Teranet is Canada’s leader in the delivery and transformation of statutory registry services with extensive expertise in land and commercial registries. We also market insightful property…

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

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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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