You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have current and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do.

At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Discover how you can make a difference in the lives of individuals, families and communities around the world.

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

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

📌 Director, Digital Servicing (Canada)
🏢 Sun Life Financial
📍 Canada