Director, Digital Servicing

Sun Life Financial; Southwestern Ontario, King; Hybrid; CAD 130,000 - 180,000; Full time

Benefits offered by this job

Hybrid work model

Best Workplace in Canada recognition

Mental health at work certification

Job summary

Sun Life Financial is seeking a Director of Digital Servicing to drive strategy and execution of digital self-service and channel shift initiatives. You will work with senior leaders and cross-functional teams to enhance self-service and reduce calls, while delivering measurable ROI.

You will guide digital roadmaps, establish success metrics, and lead a high-performing team in a regulated financial services environment, with regional flexibility and a focus on customer experience.

Qualifications

• University degree in business, analytics, or computer science.
• Experience leading digital strategy or customer experience initiatives.
• 5–10 years in digital strategy or operations management.
• 3–5 years in director-level or senior management roles.
• Proven ability to influence senior leadership.
• Background in financial services or regulated industries.
• Strong analytical and data-driven decision-making skills.

Responsibilities

• Collaborate with Digital Channels, Adoption & Engagement, and Operations to reduce contact volumes by shifting users to IVR and digital channels.
• Identify call deflection and chat containment initiatives to minimize inbound volume.
• Set strategy and prioritize digital initiatives; define success metrics.
• Create digital servicing roadmaps and deliver tech-enabled solutions for better experience and efficiency.
• Develop OKRs and provide leadership with performance reports; use data to prioritize features.
• Lead cost-benefit analyses and ROI-focused initiatives.
• Build and mentor a high-performing cross-functional team.

Skills

Agile delivery

Data-driven decisions

Analytical skills

Cross-functional leadership

Communication skills

Influence senior leadership

Team leadership

Financial services knowledge

Education

University degree in business/analytics/computer science

Tools

Analytics platforms

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 [e-mail].

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

Shine together At Sun Life, you can be your most brilliant self. Our supportive, flexible, and inclusive work environment is one where you – and your career – can thrive. Whatever your aspirations, collaborative leaders and colleagues are ready to help you learn, grow, and succeed. Make life brighter We’re a global company with a passion for people. Our purpose is to help Clients achieve lifetime financial security and live healthier lives. As a team of 30,000 across 26 countries, our impact is far-reaching, and locally relevant There’s power in numbers. As part of Sun Life’s growing team, you have an impact on people in your community and around the world. Shape the future With an optimistic eye on a brighter future, we drive to innovate. Be part of leading change, push boundaries and try new ways of working. Use data to drive bold actions. Be agile and pivot as we test and learn. At Sun Life, we’re driving transformation, sustainability and innovation for our Clients, employees, partners, and communities. Join us. Together, we can make the future brighter. Join a top employer for a brighter future. Visit Sun Life Careers