Avp, Client Experience and Insights

1 month ago

Waterloo, 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.

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 VP, Client Experience and Digital Channels in the Canadian Client Experience Office (CXO), the AVP, Client Experience and Insights is responsible for leading the CX journey design (service design) and CX strategy, measurement and insights teams across Sun Life Canada. Leading teams of journey designers, researchers, and measurement experts, you will get to demonstrate your passion by evangelizing and advocating for exceptional client experiences using insights and data to inspire action. You will work with colleagues in the CXO, business units, technology and marketing to identify, create, define, and shape key client experiences across our products, services, and channels.

**What will you do?**

**Elevate the role of CX and insights**
- Inspire Sun Life to integrate client experience into all phase of the business lifecycle, from strategy, context framing and value proposition, to defining and implementing roadmaps through establishing the CXO as source of recent, actionable and deep insights
- Formulate overall Sun Life Canada Client experience strategy
- 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 to drive the development, implementation and adoption of the Client Experience measurement programs
- Continue to elevate the value of CX in contributing towards business outcomes with senior-level stakeholders through effective storytelling and showcases that balance data and stories
- Provide thought leadership to a growing internal design community and establish Sun Life as an employer of choice within the broader experience design industry

**Practice building**
- Set the future vision and structure for our CX measurement, insights and journey design practices for our growing team to scale and run successfully - provide journey design expertise across the entire portfolio of journeys from planning to design to measurement
- 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.
- Enable and equip the team 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 channels
- Drive the systematic identification of client experience enhancements, combining qualitative and quantitative insights to improve the client experience and drive business outcomes
- Model a OneSun (harmonized journeys across business units) approach to the design, development, and measurement of various features / capabilities at multiple levels of journey design.

**Stakeholder management**
- 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
- 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**
- Be able to help support and steer the identification and prioritization of CX 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 design professionals, and invites feedback and contributions from across the organization.
- Oversee the management of CX budgets and resources to ensure cap

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