• Job Description

  Req#: JR00087937

  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. Discover how you can make a difference in the lives of individuals, families and communities around the world.

  Job Description:

  Are you a proven client experience (CX) leader who is passionate and obsessed about driving client and business outcomes through delivering exceptional end-to-end client experiences by understanding client needs, market trends, and business strategy? Reporting directly to the SVP, Client Experience Office, the AVP, Client Experience Insights & Loyalty is responsible for leading the CX and research teams focused on insights, UX and Journey research, CX journey measurement and and loyalty across Sun Life Canada. Leading teams of, researchers, and measurement experts, behavioral scientists, you will get to demonstrate your passion by evangelizing and advocating for exceptional client experiences using insights and data to inspire action and inform CX strategy. You will work with colleagues in Journey design, UX design, digital, marketing and data within the CXO, and across Sun Life with business units, technology and marketing to inform, identify, create, define, and shape key client experiences across our products, services, and channels to drive exceptional Client satisfaction and loyalty

  What will you do?

  Elevate the role of CX and insights

  • Inspire Sun Life to integrate client experience insight and best practice end to end across Sun Life into all phase of the business lifecycle, from strategy, context framing and value proposition development, to defining and implementing roadmaps through establishing the CXO as source of recent, actionable and deep insights

  • Inform overall Sun Life Canada Client experience strategy and to inform end to end transformation across SL Canada

  • Become the enterprise reference for Client Experience insights, bringing together knowledge from CX measurement programs, journey research & design, competitive reviews, and more to form integrated insights that would inform Client, and Business, strategies

  • Lead the Insights practice, putting processes and structures in place to support and enable a large, rapidly-scaling design, research, and CX measurement organization

  • Collaborate with Sun Life Global team and drive the development, implementation and adoption of modernized Client Experience measurement programs and the deployment of actionable research tools and methodologies to drive insights

  • Partner closely with the Canadian Operations team to drive CX excellence and enable transformation

  • Establish strong relationships with key partners internally and externally including vendors and suppliers that are critical in advancing the practice

  • Continue to elevate the value of CX end to end across SL Canada in contributing towards business outcomes with senior-level stakeholders through effective data driven storytelling and showcases that balance data and stories

  • Provide thought leadership to a growing internal CX and Behavioral design community and establish Sun Life as an employer of choice within the broader insights industry

  Practice building

  • Set the future vision and structure for our CX measurement, insights and UX / journey research design and measurement practices for our growing team to scale and run successfully

  • Translate visions and strategy into tangible short-term and long-term roadmaps and plans, and engage and mobilize partners across CXO and SL Canada to deliver exceptional client experiences.

  • Enable and equip the CXO to act as champion for clients in current and future-state conversations, helping teams balance business objectives with delivering the best possible client experience by connecting client and employee-facing touchpoints with back-end capabilities to support design, development and delivery phases across mobile, web, and voice products and channels

  • Create a SL Canada COE for voice of the customer (ie., customer council) that will elevate the practice and connect across the businesses Drive the systematic identification of client experience enhancements, combining qualitative and quantitative insights to improve the client experience and drive business outcomes

  Stakeholder management

  • Develop and manage relationships with leadership across the business to align on the application of CX insights in creating exceptional client experiences that drive their business outcomes

  • Be able to masterfully facilitate senior leaders and teams of diverse stakeholders through important decisions balancing high risk, impact and complexity

  • Build and elevate the team’s brand within the organization and proactively demonstrate the value of a user-centric approach while building advocates and influence throughout the organization

  • Inform and enable the XD teams with insights and research to define the design approach and collaborate with senior leaders and key partners to accelerate the experience design maturity (XD) of Sun Life Canada

  Team and talent

  • Apply exceptional people management skills, including the ability to attract and retain world-class talent, and support the career and leadership development of the team

  • Be able to help support and steer the identification and prioritization of CX, behavioural science, and multi disciplinary research skills, strengths and competencies required in the CX team to enable strategy and address business needs

  • Establish a collaborative, inclusive design culture that provides support to product, design professionals, and business professionals and invites feedback and contributions from across the organization.

  • Creates and Oversees the management of CX and research budgets and resources to ensure capacity for roadmaps and the overall strategic plan.

  What will you need to succeed?

  • Proven track record of building and leading a large team responsible for CX program management, BE, research and delivery of omni-channel Client experiences with a focus on discovering, distilling and sharing insights for action

  • 10+ years’ experience in a strategic design function such as service design, CX or XM management, product strategy, research and insights or a closely-related field.

  • Post-secondary or Masters education in business or design-related field.

  • 5+ years leading, managing and inspiring large CX and design teams.

  • 5+ years’ experience in research strategy and insights development

  • Consulting experience are strongly preferred

  • Exceptional communications and storytelling skills to influence and advocate

  • Strong Familiarity and proven track record with research, client experience, service design, product management, and business strategy.

  • Familiarity with continuous discovery, agile software development principles, business agile and working in a transformation to a scaled Agile environment.

  • Knowledge of emerging trends in CX, ability to combine data and behavioral design and end to end practice management across every Client touchpoint whether digital or voice

  • Experience establishing and operationalizing.

  • A demonstrated record of driving results and organizational change

  • Deep curiosity, empathy, and cultural sensitivity, with the ability to effectively partner with teams across the organization to better understand our Clients throughout the design process.

  • Experience synthesizing data and divergent points of view into a single experience vision.

  • Demonstrated ability to facilitate the creative process with an inclusive approach that rallies teams toward a common goal.

  • Nice to have: experience leading and scaling design, research and measurement teams in financial services or financial software.

  What's in it for you?

  • Work and professional development that is united by our Purpose: to help Clients and Employees achieve lifetime financial security and live healthier lives

  • Great Place to Work® list for Best Workplaces for #HybridWork – 2022

  • Great Place to Work® list for Best Workplaces for Professional Development in Canada – 2022

  • Great Place to Work® list for Best Workplaces in Canada – 2022

  • Canada Award for Excellence for Mental Health at Work - 2021

  • Pension, stock and savings programs to help build and enhance your future financial security

  • A friendly, collaborative and inclusive culture

  #LI-Hybrid

  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 .

  At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

  We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

  Salary Range:

  140,000/140 000 - 230,000/230 000

  Job Category:

  Client / User Experience Design

  Posting End Date:

  10/11/2023

• About the company

  Sun Life Financial Inc. is a Canadian financial services company.

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