Director of Client Experience

2 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 team. As a Director, Journey Design, you'll be responsible for crafting exceptional 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.
What We Offer:
  • A dynamic and collaborative work environment.
  • Opportunities for professional growth and development.
  • A comprehensive benefits package.
  • A flexible hybrid work model.

Sun Life Financial is a Great Place to Work Certified company, recognized for its commitment to diversity, equity, and inclusion. We strive to create a workplace where everyone feels valued, respected, and empowered to succeed.

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