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Director, Journey Design and Strategy
2 months ago
We are seeking a highly skilled Director, Journey Design and Strategy to join our Canadian Client Experience Office (CXO) team at Sun Life. As a key member of our organization, you will play a critical role in shaping the client experience across our products, services, and channels.
Key Responsibilities- Lead Client Experience Strategy: Collaborate with stakeholders across the organization to identify, define, and shape key client experience initiatives that drive business outcomes.
- Develop CX Roadmaps: Partner with Product and Business teams to create short-term and long-term CX roadmaps that prioritize journeys and interactions across various channels.
- Design and Deliver Exceptional Experiences: Utilize human-centered design approaches to create comprehensive views of current and future state experiences, and lead the design and development of various features and functions.
- Inform and Influence Annual Planning: Leverage expert knowledge of client needs, market trends, and business strategy to inform and influence annual planning and roadmaps.
- 7+ Years of Experience: In journey design, service design, product strategy, or a closely associated field.
- Post-Secondary Education: In Marketing, Business, or Design-related field.
- Leadership Experience: Proven track record of leading and managing teams responsible for journey design and delivery of omni-channel Client Experience.
- Human-Centered Design Approaches: Experience with Design thinking and Human-Centered Design (HCD) approaches that drive both client and business outcomes.
- Service Design Methods and Tools: Familiarity with various service design methods and tools, including future state CX and journey design, concept and storyboarding, iterative prototyping, CX canvas, and opportunities roadmaps.
- CX Analytics and Data: Ability to leverage CX-related analytics, data sources, and measurements to identify opportunities and track impact.
Sun Life is a group of people united by our Purpose: to help Clients and Employees achieve lifetime financial security and live healthier lives. As a member of our team, you will be part of a dynamic and collaborative environment that values innovation, diversity, and inclusion.
