Director of Client Experience

4 weeks ago

Waterloo, Ontario, Canada Sun Life Full time
Director, Disability Management

You'll work with a talented team of experts who are passionate about delivering exceptional client experiences. Our leaders will inspire and help you reach your potential and drive business results.

About the Role

As a Director, Disability Management, you will be responsible for working with stakeholders across the organization to identify, define, and shape key client experiences across our products, services, and channels. You will lead the identification, collection, and analysis of key data and insights to prioritize journeys and interactions across various channels.

Key Responsibilities
  • Provide 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.
  • Various 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.
  • Demonstrated record of driving business results and organizational change through CX Strategy and service design.
About Sun Life

Sun Life 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. If you're passionate about delivering exceptional client experiences and driving business results, we encourage you to apply for this exciting opportunity.

  • Client Experience Initiatives Director

    3 weeks ago

    Waterloo, Ontario, Canada Equitable CA Full time

    Role Overview: We are seeking a Client Experience Initiatives Lead to join our Impact team at Equitable. As a key member of our organization, you will play a pivotal role in driving our overall Fair Treatment of Clients (FTC) strategy.Key Responsibilities:Develop and Implement FTC Guidelines: You will be responsible for developing and implementing...

  • Executive Director, Client Services

    1 hour ago

    Waterloo, Ontario, Canada Ontario Teachers Insurance Plan (OTIP) Full time

    Job OverviewWe are seeking an experienced Executive Director, Client Services to join our team at the Ontario Teachers Insurance Plan (OTIP). In this role, you will be responsible for leading a team of dedicated professionals in providing exceptional service to our clients.About the RoleThis is a senior leadership position that requires strong business...

  • Senior Commercial Banking Director

    4 weeks ago

    Waterloo, Ontario, Canada National Bank of Canada Full time

    Commercial Banking Director Job DescriptionA career as a Commercial Banking Director at National Bank means being responsible for growing the portfolio of business clients assigned to you. Your complex and varied duties will help you rapidly become the go-to resource person to your clients for their financial projects.Key Responsibilities:Identify and...

  • Senior Commercial Banking Director

    4 weeks ago

    Waterloo, Ontario, Canada National Bank of Canada Full time

    Commercial Banking Director Job DescriptionA career as a Commercial Banking Director at National Bank means being responsible for growing the portfolio of business clients assigned to you. Your complex and varied duties will help you rapidly become the go-to resource person to your clients for their financial projects.Key Responsibilities:Identify and...

  • Strategic Administrative Director

    2 days ago

    Waterloo, Ontario, Canada University of Waterloo Full time

    OverviewThe University of Waterloo's Centre for Education in Mathematics & Computing (CEMC) is a leading outreach organization dedicated to promoting and creating activities and materials in mathematics and computer science. As the senior administrator, you will play a vital role in representing, managing, and strategically guiding the administrative...

  • Conflict Resolution Director

    3 days ago

    Waterloo, Ontario, Canada University of Waterloo Full time

    Director, Conflict Management OfficeThis senior leadership position provides strategic direction and expertise to the University of Waterloo community in managing conflicts and complaints. The Director, Conflict Management Office is accountable to the Associate Provost, Campus Support and Accessibility and is responsible for leading the Conflict Management...

  • Executive Assistant to the Director

    3 weeks ago

    Waterloo, Ontario, Canada University of Waterloo Full time

    Job SummaryThe University of Waterloo seeks an exceptional Executive Assistant to provide administrative support to the Director of a school within the Faculty of Science. The successful candidate will be responsible for managing the Director's schedule, coordinating meetings, and preparing confidential documents. This is a unique opportunity to work in a...

  • Director, Employee Experience Technology Engineering

    3 weeks ago

    Waterloo, Ontario, Canada Sun Life Full time

    Job DescriptionThe Director, Employee Experience Technology Engineering is accountable for the design, life cycle management, and implementation of a range of technologies for all Sun Life employees. This role oversees Engineers responsible for global endpoint solutions, including operating systems, critical software component ownership, software delivery...

  • Senior Commercial Banking Director

    4 weeks ago

    Waterloo, Ontario, Canada National Bank of Canada Full time

    About the RoleWe are seeking a highly skilled and experienced Commercial Banking Director to join our team at National Bank of Canada. As a Commercial Banking Director, you will be responsible for growing the portfolio of business clients assigned to you, identifying and developing business opportunities, and establishing business development strategies.Your...

  • Senior Commercial Banking Director

    4 weeks ago

    Waterloo, Ontario, Canada National Bank of Canada Full time

    About the RoleWe are seeking a highly skilled and experienced Commercial Banking Director to join our team at National Bank of Canada. As a Commercial Banking Director, you will be responsible for growing the portfolio of business clients assigned to you, identifying and developing business opportunities, and establishing business development strategies.Your...

  • Regional Catering and Events Director for a University Setting

    2 weeks ago

    Waterloo, Ontario, Canada University of Waterloo Full time

    Job Title: Regional Catering and Events Director for a University SettingAbout the Opportunity:The University of Waterloo seeks a highly skilled Regional Catering and Events Director to lead the Catering and Event Services team. This is a fantastic opportunity for a results-driven professional to make a lasting impact on the university community. As a key...

  • Client Experience Initiatives Lead

    3 weeks ago

    Waterloo, Ontario, Canada Accoravillage Full time

    Client Experience Initiatives LeadAt Equitable, we believe that our clients are at the heart of everything we do. We are committed to delivering exceptional client experiences that meet their evolving needs and exceed their expectations. As a Client Experience Initiatives Lead, you will play a pivotal role in shaping our client experience strategy and...

  • Client Experience Initiatives Manager

    4 weeks ago

    Waterloo, Ontario, Canada Equitable CA Full time

    Client Experience Initiatives LeadAt Equitable, we believe that our employees are the driving force behind our success. We're committed to creating a workplace that fosters growth, collaboration, and innovation. As a Client Experience Initiatives Lead, you'll play a pivotal role in shaping our client experience strategy and ensuring that our clients receive...

  • Client Experience Initiatives Manager

    4 weeks ago

    Waterloo, Ontario, Canada Equitable CA Full time

    Client Experience Initiatives LeadAt Equitable, we believe that our employees are the driving force behind our success. We're committed to creating a workplace that fosters growth, collaboration, and innovation. As a Client Experience Initiatives Lead, you'll play a pivotal role in shaping our client experience strategy and ensuring that our clients receive...

  • Client Experience Initiatives Lead

    1 month ago

    Waterloo, Ontario, Canada Accoravillage Full time

    About the RoleWe are seeking a highly skilled Client Experience Initiatives Lead to join our Impact team at Equitable. As a key member of our team, you will play a pivotal role in driving our overall Fair Treatment of Clients (FTC) strategy, focusing on the entire client journey, from claims and complaints to product and experience journeys.Key...

  • Client Experience Initiatives Lead

    1 month ago

    Waterloo, Ontario, Canada Accoravillage Full time

    About the RoleWe are seeking a highly skilled Client Experience Initiatives Lead to join our Impact team at Equitable. As a key member of our team, you will play a pivotal role in driving our overall Fair Treatment of Clients (FTC) strategy, focusing on the entire client journey, from claims and complaints to product and experience journeys.Key...

  • Digital Communications Director

    3 weeks ago

    Waterloo, Ontario, Canada University of Waterloo Full time

    Job Title: Digital Communications DirectorAbout the Role:We are seeking a highly skilled Digital Communications Director to join our team at the University of Waterloo. As a key member of our marketing and communications team, you will be responsible for developing and implementing a comprehensive digital communications strategy that aligns with our...

  • Associate Director of Clinical Services

    3 weeks ago

    Waterloo, Ontario, Canada University of Waterloo Full time

    Job SummaryThe University of Waterloo seeks an experienced and visionary leader to fill the role of Associate Director, Clinical Services. This position plays a critical role in the strategic leadership and operational management of Health Services, enabling Campus Wellness to accelerate its journey to achieving wellness for all.Key...

  • Senior Director of Employee Experience Technology Engineering

    3 weeks ago

    Waterloo, Ontario, Canada Sun Life Full time

    Job Title: Senior Director of Employee Experience Technology EngineeringAt Sun Life, we are seeking a highly skilled and experienced Senior Director of Employee Experience Technology Engineering to lead our global technology endpoints team. As a key member of our Employee Experience Technology (EET) group, you will be responsible for designing, implementing,...

  • Director of Development and Strategic Partnerships

    4 weeks ago

    Waterloo, Ontario, Canada University of Waterloo Full time

    Job Title: Director of Development, Major GiftsAs a key member of the University of Waterloo's Advancement team, the Director of Development, Major Gifts will play a critical role in leading and overseeing major giving initiatives to drive fundraising and sponsorship activities. Reporting to the Associate Vice-President, Development Programs, this senior...