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Director, Client Experience Management

2 months ago

Toronto, Ontario, Canada Sun Life Financial Full time

About the Role:

The Director, Journey Design is a key member of the Canadian Client Experience Office (CXO) team, reporting to the AVP, Journey Design and Strategy. This role is responsible for working with stakeholders across the organization to identify, define, and shape key client experiences across our products, services, and channels.

Key Responsibilities:

  • Lead the identification, collection, and analysis of key data and insights to prioritize journeys and interactions across various channels.
  • Accountable for providing CX Journey and service design expertise to define the experience for these journeys, influencing planning, design, and measurement activities.
  • Partner deeply with Product and Business 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.
  • Collaborate with Product, Technology, and Data to 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; working closely with UX and Marketing to bring these experiences to life.
  • Inform and influence annual planning and roadmaps through an expert knowledge of client needs, market trends, and business strategy.

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, while working directly with clients.
  • Human-Centered Design (HCD) and Design thinking approaches that drive both client and business outcomes.
  • Variety of service design methods and tools, including future state CX and journey design, concept and storyboarding, iterative prototyping based on client feedback, CX canvas, and opportunities roadmaps.
  • Leveraging CX-related analytics, data sources, and measurements to identify opportunities and track impact.

About Sun Life Financial:

Sun Life Financial is a group of people united by our Purpose: to help Clients and Employees achieve lifetime financial security and live healthier lives. We are a Great Place to Work Certified company, recognized for our Most Trusted Executive Team in Canada and Best Workplaces for Women in Canada. We offer a flexible hybrid work model and a diverse workforce with wide perspectives and creative ideas.