Manager, D2c Digital Journey Success

6 days 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 passionate about technology and this digital era? Do you see opportunity instead of obstacles? Do you believe that change is possible, and you can make it happen?

The Direct to Client (D2C) Digital Journey team is looking for a Manager of Digital Success to contribute to creating best-in-class digital enrolment, self-serve, and omni-channel experiences for our clients.

As the Manager of D2C Digital Journey Success, you will have your pulse on all variables that relate to the performance of our omni-channel digital sales platform.

Gathering data, analyzing key metrics, and designing reports, you will identify areas of opportunity for continuous improvements to our client experiences, helping to incrementally grow our business.

Fostering relationships and building strong partnership across various functional teams, you will share your insights, influence change and drive outcomes.

**What will you do?**
- Aggregate data, develop reports, track key metrics, identify trends, and derive meaningful insights into the performance of our digital assets (daily, weekly, monthly quarterly annually)
- Work closely with the D2C Agile delivery teams to track optimizations, align on success measures, and test strategy for gaining insights and performance impacts.
- Analyze data, derive insights to formulate recommendations into area for opportunity to improve performance of our omni-channel sales platform (digital assets, upstream, and downstream processes)
- Actively partner with key stakeholders across functional teams to derive insights on how upstream, midstream, and downstream variables impact performance of our omni-channel experiences.
- Work with cross functional teams to influence and negotiate prioritization of optimizations identified, taking on ownership to track them through to completion
- Present your finding and share your recommendations across various forums and levels of leadership
- Act as a liaison across functional teams ensuring appropriate stakeholders are engaged and there is the right level of awareness to effectively drive outcomes.
- Maintain your own backlog of opportunities identified, prioritizing based on highest value to our client and our business.
- Partner with analytics to obtain data, key metrics, provide needs using your influence to prioritize deliver
- Assist in the development of volume forecasts and defining targets

**What do you need to succeed?**
- Must be client obsessed, placing our client at the centre of your work
- An innate curiosity that compels you to ask questions and to dig deep to find answers
- Demonstrated ability to produce and communicate meaningful insights from various sources and complex data (Quantitative and Qualitative)
- Demonstrated ability to effectively visualize, and present complex insights adapted to a variety of audiences
- Demonstrated experience using data and insights to formulate and support recommendations to influence change
- You bring a sense of urgency and instill the same a sense of urgency in others to driving outcomes
- Demonstrated ability using data to derive opportunity value to prioritize work
- Demonstrated success working collaboratively to achieve outcomes
- Demonstrated success proactively networking, fostering relationships, and building partnerships
- Demonstrated ability using historical data and emerging trends to create volume forecasts
- Strong critical thinking & creative problem solving
- An owner’s mindset (must have); You are accountable for driving outcomes and feel accountable holding other accountable to their part

**What will be nice to have?**
- Experience aggregating data from multiple sources
- Experience deriving insights from data
- Experience creating and presenting Power Point decks
- Strong proficiency using Microsoft Excel, Word, and Power Point
- Proficient creating Tableau dashboards is preferred
- Experience mapping and optimization processes
- Experience working with Digital Marketing
- Experience in Digital Enablement
- Effective negotiator
- Sun Life Client Service Centre knowledge is preferred
- Business Analysis eliciting and defining business requirements is preferred

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 re

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