Job Description: 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 Cooperative 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

📌 Director, Digital Servicing (Montreal)
🏢 Sun Life
📍 Montreal