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 new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Are you a proven Service Designer or Design Strategist who is obsessed with understanding client needs and leading the design of experiences to delight them?

Reporting to the Director, Journey Design, in the Canadian Client Experience Office (CXO), the Senior Journey & Service Designer is responsible for taking a client centric view to reimagine journeys to help our clients achieve lifetime financial security and live healthier lives.

In this role, you will drive the service design for a portfolio of client journeys to produce measurable business and client impact. You will work closely with partners from across the business to identify opportunities, explore concepts and co-create expectational experiences. You will apply service design tools to create a comprehensive view of future state experiences by connecting client facing digital/ non-digital touchpoints with back-end capabilities to support development and delivery phases.

What will you do?

• Design end-to-end, integrated omni-channel experiences for our clients based on a deep understanding of client behaviours, business strategy and operating models
• Lead the exploration, definition and design for your portfolio by leveraging innovative design methodologies to produce service design deliverables including competitive scans, service blueprints, future state journey maps, storyboards, concepts, iterative prototypes and user testing
• Conduct diligent business and technical analysis of current systems and processes to understand the business environment and context
• Partner closely with colleagues across business strategy, UX, product development and technology to support discovery activities and co-create future state experiences to inform delivery roadmap.
• Translate complex systems and challenges into compelling narratives to engage key stakeholders and challenge status quo.
• Support the Director, Journey Design and key partners to help define the Canada CX Strategy and prioritized client journeys.

What do you need to succeed?

• 5+ years experience in service design, CX strategy, product strategy or a closely related field is required
• Post-secondary education in a related field
• Experience in contact centre technologies and operating models, conversation design and CCaS migrations is an asset
• Command of design methodology in working through complex ambiguous challenges
• Deep curiosity for businesses analysis and technical analysis of systems and processes to effectively inform design of future state models
• Expertise in analyzing and synthesizing qualitative and quantitative data from multiple sources to form a holistic understanding of a problem space
• Demonstrated ability to present compelling arguments for change
• Facilitation skills to lead a range of workshops and ideation sessions to co-create with business partners and end-users
• Familiarity with emerging technology and how it can be applied to elevate client experiences
• Strong collaboration skills to establish partnerships with key business unit stakeholders
• Strong visual communicator with the ability to produce artifacts at different levels, such as system maps, storyboards, and UX prototypes
• Background in financial services is strongly preferred

What’s in it for you?

• Flexible work environment work from home, office or a combination
• Great Place to Work® Certified in Canada and the US.
• Named 2021 “Best Places to Work” by Glassdoor
• Canada Award for Excellence for Mental Health at Work - 2021
• Pension, stock and savings programs to help build and enhance your future financial security
• Work and professional development that is united by our Purpose: to help Clients and Employees achieve lifetime financial security and live healthier lives
• A friendly, collaborative, and inclusive culture
• Be part of our continuous improvement journey in developing the next greatest digital enterprise experience.

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to thebrightside@sunlife.com.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

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