Director, Digital Servicing

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