Director, Digital Servicing

Job Description

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The Director, Digital Servicing role focuses on building strategy and executing initiatives that drive digital client self-service and channel shift outcomes. You'll be guided by your understanding of the digital health, wealth & protection landscape, clients, competitors, and strong relationships with business stakeholders.

What You'll Do

• Work closely with Digital Channels, Adoption & Engagement, Member Journey, and Operations teams to understand call drivers and strategically reduce contacts by shifting users to IVR and digital channels
• Partner with CCC & Operations leaders to identify call deflection and chat containment initiatives that minimize inbound call volume and shift client interactions to digital channels
• Set clear strategy aligned with senior leadership and lead identification, evaluation, and prioritization of digital initiatives to enhance self-service and achieve channel shift outcomes
• Partner cross-functionally to establish digital servicing roadmaps, define success metrics, and deliver technology-enabled solutions that improve experience while optimizing efficiency
• Create and align OKRs measured and reported to leadership; leverage surveys, competitive intelligence, and customer data to prioritize features –
• Drive digital journey containment by improving completion rates and reducing abandonment; track performance and provide strategic reporting
• Lead cost-benefit analyses and benefit realization initiatives, providing executive-level insights into ROI and strategic value
• Build and maintain a high-performing team through strategic talent development and performance management

What You Need to Succeed

• Proven ability to influence senior leadership and navigate large, matrixed organizations at a senior level
• Strong acumen in Agile delivery models and data-driven decision-making
• Excellent analytical and problem-solving capabilities with ability to translate data into actionable insights
• Collaborative communicator comfortable making decisions with limited information and encouraging experimentation
• University degree in business, analytics, or computer science
• 5-10 years progressive experience in digital strategy, customer experience, or operations management
• 3-5 years in director-level or senior manager role leading cross-functional teams
• Demonstrated experience with digital transformation and call center/client service optimization
• Proven track record managing call deflection, IVR optimization, or digital channel containment initiatives (preferred)
• Experience developing and delivering cost-benefit analyses and benefit realization programs
• Background in financial services, insurance, or regulated industries
• Proficiency with analytics platforms and data-driven decision-making
• As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only for the frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide

What’s in it for you?

• Being a member of the Sun Life family, a group of people united by our Purpose: to help Clients and Employees achieve lifetime financial security and live healthier lives
• An environment of continuous learning, development, and improvement
• Our unique Sabbatical Program gives you the opportunity to take up to 6 weeks off, every five years
• We are proud to be on the 2026 Best Workplaces in Canada list by Great Place to Work
• We are thrilled to be recognized by Excellence Canada with their top-level certification, the Canada Order of Excellence for Mental Health at Work®, for prioritizing employee well-being, fostering a positive work culture, and achieving excellence in mental health