Director, Digital Servicing & Channel Optimization

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

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.