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Avp, Member Journey Owner

3 months ago

Toronto, Ontario, Canada Sun Life Full time
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.


Client Experience Office (CXO) aims to provide a holistic "One Sun Life" experience to Clients as we help them achieve lifetime financial security and live healthier lives.

We design and execute caring, easy and confidence-building journeys to help Clients navigate some of the most important moments of their lives.


Reporting to the VP, Client Experience and Digital Channels, the AVP, Member Journey Owner will support the Group Retirement Service, Group Benefit and Client Solution Center business units and bring all the member experience together in a coordinated way.

This role is also key to defining the vision and roadmap for the member Journey overall, supporting the needs of BUs (Group Retirement Services, Group Benefits, Client Solution Center) and ensuring there is a Journey oriented way of building member experience

What will you do?

Vision and strategy

  • Translate BU business strategy and establish the member journey vision and supporting strategy that will deliver target business outcomes and easy, caring and confidencebuilding member experience
  • Drive thought leadership by bringing in best practices from other leading companies and / or relevant out of market players
  • Represent the voice of members and be accountable for Member journey objectives and key results (OKRs)
  • Be accountable for creating and aligning OKRs that can be measured and reported back to leadership on an ongoing basis
  • Work closely with CX designers and BU partners to ensure endtoend focus of all innovations and strategic priorities

Delivery and execution

  • Oversee a collection of squads to deliver target Member journey experiences in partnership with various stakeholders across the company
  • Continuously monitor and measure Member Journey OKRs and generate insights to ensure persistent teams are progressing towards OKRs
  • Lead development and ongoing refresh of Member journey multiyear roadmap and determine business and technology capabilities required to activate the target state journeys
  • Ensure delivery backlogs of each supporting persistent journey teams align to overall Member journey roadmap
  • Support persistent teams in problem solving complex issues, proactively address key risks and serve as escalation point for key issues
  • Partner closely with various stakeholders such as BUs, DBTS to ensure delivery of crosscutting capabilities to enable Member journeys
  • Support the BU specific business development team in articulating innovations and strategies that can be provided back to Plan Sponsors

Stakeholder management

  • Proactively engage senior stakeholders to understand business, Sponsor, and Member needs and provide transparency of roadmap and execution progress
  • Escalate and keep stakeholders informed of key issues, risks and interdependencies
  • Collaborate with key partners including Business Development, Market Development, Enterprise Services, CXO and other business units and functions (e.g. legal, compliance, risk)
  • Build and manage relationships with key partners at all levels, including effectively engaging senior executives

Communication and relationship management

  • Effectively communicate and influence with key insights, ideas and strategies, to an executive level audience within Group business and across internal Canada partners in a clear, compelling and concise manner
  • Proactively stay in touch with internal partners to maintain an understanding of new developments in their areas and identify opportunities for collaboration
  • Build relationships with relevant external partners (e.g. technology companies, services providers) to keep abreast of innovation development, influence roadmaps to align with Sun Life needs and obtain support to resolve issues
  • Tailor both written and verbal communication based on audience and situation to maximize buyin and establish productive working relationships

Team management

  • Provide leadership, motivation, guidance and coaching to Member Journey teams
  • Effectively influence peers or persistent journey team members with no direct reporting relationships
  • Lead and coach direct reports through proactive career development and continuous feedback loop

What will you need to succeed?

Domain expertise

  • 10+ years of relevant digital delivery experience
  • Proven track record of implementation experience
  • Demonstrate knowledge of technology platf