Director of Client Experience

3 weeks ago


Old Toronto, Ontario, Canada Sun Life Financial Full time
Job Title: Director, Journey Design

At Sun Life Financial, we're seeking a seasoned professional to lead our journey design efforts. As a Director, Journey Design, you'll be responsible for crafting exceptional client experiences that drive business outcomes.

Key Responsibilities:
  • Lead the identification, collection, and analysis of key data and insights to prioritize journeys and interactions across various channels.
  • Collaborate with stakeholders to define and shape key client experiences across our products, services, and channels.
  • Partner with Product and Business to develop short-term and long-term CX roadmaps that identify key changes required to deliver the target client experience and measurable business and client outcomes.
  • Develop and leverage service design tools to build a comprehensive view of current and future state experiences.
  • Connect 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.
Requirements:
  • 7+ years' experience in journey design, service design, product strategy, or a closely associated field.
  • Post-secondary education in Marketing, Business, or Design-related field.
  • Experience leading and managing teams responsible for journey design and delivery of omni-channel Client Experience.
What We Offer:
  • A dynamic work environment with opportunities for growth and development.
  • A competitive salary range of $110,000 - $180,000.
  • A flexible hybrid work model.

Sun Life Financial is a Great Place to Work Certified company, committed to diversity and inclusion. We strive to create a flexible work environment where our employees are empowered to do their best work.



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