• Job Description

  Req#: JR00087110

  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:

  Role Summary

  Reporting to the VP, Client Experience & Digital Channels, in the Client Experience Office (CXO), the AVP, Journey Strategy and Design is responsible for working with partners cross the organization to identify, define and shape key client experience across our products, services and channels. In this role you will lead change, inspire innovation and build alignment for a specific portfolio of client journeys. You will work directly with colleagues in CXO, the business units, technology and marketing to create industry leading client experiences that drive CX and business outcomes.

  What will you do?

  Journey Strategy

  • Define, evolve and maintain the North Star for OneSun client journeys across the organization

  • Model a OneSun (harmonized journey across business units) approach to the design, development and measurement of various features/capabilities at multiple levels of journey design

  • Translate and connect OneSun journeys into tangible short-term and long-term roadmaps and plans, creating alignment with business outcomes and priorities

  • Maintain deep-alignment and working relationships with CX and Insights and Data and Analytics to drive strategy development, prioritisation, execution and monitoring/learning

  • Ensure that journey design and implementation involved all necessary stakeholders, with the goal of orchestrating omni-channel interactions that enable client behaviours and drive client outcomes

  • Includes Journey Management and Journey Governance of existing journeys as journey-centricity continues to scale across Sun Life Canada

  Practice building

  • Set the future vision and structure for the journey design practice, enabling our growing team to scale and deliver client outcomes

  • Provide journey design expertise across the entire portfolio of journeys, equipping the team to act as champions for clients in current and future-state conversations by connecting client and employee-facing touchpoints with back-end capabilities to support the design, development and delivery phases across all channels

  • Translate visions and strategy into tangible short-term and long-term roadmaps and plans, and engage and mobilize a large team to deliver exceptional client experiences

  • Define the design approach and collaborate with senior leaders and key partners to accelerate the experience design maturity (XD) of Sun Life Canada

  • Accountable for providing journey design (service design) expertise to team and partners in upfront strategy planning and delivery / design phases

  • Collaborate with partners to define short-term and long-term CX roadmaps that identify key changes required to deliver the target client experience and measurable business and client outcomes.

  • Create new and leverage existing service design tools to build a comprehensive view of current and future state experiences by connecting client facing touchpoints with back-end capabilities to support design, development and delivery phases.

  • Facilitate and connect the design and development of various features/functions into experience level programs at a journey level.

  • Inform and influence annual planning and roadmaps through an expert knowledge of client needs, market trends and business strategy.

  Partner Collaborations

  • Be able to facilitate senior level conversations with a diverse set of partner teams that help determine the highest leverage / highest impact initiatives while balancing risk, complexity and resourcing.

  • Keep stakeholders informed about the broader journey design portfolio to foster alignment, drive efficiencies and to support the One Sun perspective

  • 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

  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

  • Ensure the development and sustainability of career paths, professional development and coaching that will enable the journey design practice to thrive

  • Foster and environment of creativity, test-and-learns and growth mindsets to enable the team to drive exceptional client experiences

  • Oversee the management of budgets and resources to ensure capacity for roadmaps and the overall strategic plan.

  What will you need to succeed?

  • Proven track record of leading a large team responsible for journey design and delivery of omni-channel Client experiences

  • 10+ years’ experience in a strategic design function such as service design, product strategy, or a closely-related field.

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

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

  • Consulting experience are strongly preferred

  • Exceptional communications and storytelling skills to influence and advocate

  • Familiarity with research, client experience, service design, product management, and business strategy.

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

  • Experience establishing and operationalizing around Client journeys.

  • 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.

  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

  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:

  28/11/2023

• About the company

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

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