Director, Client Experience & Digital

You are as unique as your background experience and point of view. Here youll be encouraged empowered and challenged to be your best self. Youll 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 youll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do.

At Sun Life were 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 youll 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 Client Experience & Digital is responsible for defining and leading the overall Client Digital strategy operating model and roadmap for Sun Life Hong Kong. The role serves as the business owner for all client-facing digital capabilities including client platforms customer relationship management (CRM) digital engagement marketing technology client analytics personalization and advisor digital enablement. The role is accountable for driving digital adoption client experience transformation commercialization outcomes and business value realization through close partnership with Distribution Marketing Product Operations Technology Data and external partners.

Job Description

• Lead the overall Client Digital portfolio by defining strategic priorities investment roadmaps governance frameworks and outcome measures across client platforms CRM digital engagement personalization and advisor enablement capabilities ensuring alignment with business growth client experience and operational objectives.

• Own the business strategy operating model and performance management of client-facing digital platforms including web mobile self-service servicing and advisor-connect capabilities ensuring a seamless scalable and compliant digital experience for clients and advisors.

• Lead CRM and digital engagement capabilities by overseeing client data activation journey orchestration marketing automation personalization lead management and campaign enablement to improve client acquisition engagement retention and lifetime value.

• Develop and execute commercialization and growth plans to increase client registration active usage repeat usage engagement and feature adoption. Identify opportunities to generate measurable business value through digital conversion lead generation cross-selling upselling and new digital services while maintaining a client-centric experience.

• Define monitor and optimize key performance indicators covering client satisfaction registration active usage engagement retention feature adoption digital conversion and commercial contribution. Use client feedback distribution channel input usage data research findings and market insights to identify and prioritize improvement opportunities.

• Oversee platform governance budgets delivery dependencies operational risks and client-impact risks. Coordinate cross-functional stakeholders and external partners secure required resources and provide clear management updates on performance delivery progress key decisions issues and mitigation actions.

Specialized knowledge

Client Digital Leadership

• Deep understanding of client digital ecosystems including mobile applications client portals CRM client data platforms marketing technology personalization digital servicing and analytics.

• Strong knowledge of digital product management platform strategy roadmap development release planning and product lifecycle management.

• Ability to define and prioritize product requirements based on client impact business value strategic alignment delivery feasibility cost and risk.

• Understanding of agile delivery practices including product backlog management user stories acceptance criteria release planning and iterative delivery.

• Knowledge of digital solution design development implementation quality assurance and ongoing platform management.

• Understanding of integrated web and mobile client experiences.

• Client experience and journey management

• Strong understanding of client experience journey design service design and digital user experience principles.

• Ability to identify client pain points and translate client needs into practical digital solutions and journey improvements.

• Knowledge of Voice of Client methods client research usability testing and feedback analysis.

• Understanding of how digital and assisted-service touchpoints work together to create an integrated client experience.

Commercialization and digital growth

• Strong knowledge of client platform commercialization adoption and growth.

• Experience in developing strategies covering registration activation engagement feature adoption retention conversion and revenue contribution.

• Ability to translate digital capabilities and client insights into business growth opportunities including lead generation cross-selling and upselling.

• Understanding of customer relationship management digital marketing client engagement and marketing automation capabilities.

Change management and business readiness

• Strong knowledge of change management methodologies and business readiness practices.

• Experience in stakeholder analysis change impact assessment communications training launch preparation adoption management and post-launch support.

• Ability to coordinate readiness across clients advisors distribution channels frontline teams operations and supporting functions.

• Knowledge of launch governance issue management stabilization support and post-implementation review.

Data analytics and performance management

• Ability to define and interpret client platform performance indicators.

• Strong understanding of client behavior platform usage conversion engagement retention and satisfaction analytics.

• Ability to use qualitative and quantitative insights to support prioritization and investment decisions.

• Knowledge of data management principles and the use of client platform data to support insights personalization and commercialization.

Governance and financial management

• Experience in platform governance risk management budget management and management reporting.

• Ability to assess business cases expected benefits costs risks and return on investment.

• Understanding of regulatory compliance privacy information security and operational considerations relevant to client-facing digital platforms.

• Knowledge of the insurance or financial services environment is strongly preferred.

Job Requirements

• Bachelors degree in Business Administration Marketing Computer Science Information Systems Digital Technology or a related discipline.

• At least 10 years of relevant experience in digital transformation client experience CRM digital engagement or client platform leadership.

• At least 2 years of leadership experience with responsibility for leading cross-functional teams major initiatives or client-facing digital platforms.

• Proven experience managing or delivering client-facing web platforms mobile applications or integrated digital client experiences.

• Demonstrated experience in developing platform strategies roadmaps release plans and product priorities.

• Proven experience in driving digital adoption client engagement feature usage digital conversion or commercial outcomes.

• Experience leading large-scale change management and business readiness activities across multiple business functions and stakeholder groups.

• Experience managing senior stakeholders platform budgets delivery risks and management reporting.

• Experience in insurance banking wealth management or the broader financial services industry.

• Experience managing digital platforms supporting clients advisors agents or other distribution channels.

• Experience with customer relationship management marketing automation digital analytics and client engagement capabilities.

We offer 5-day work attractive salary MPF group life and group medical insurance; and excellent career development opportunities to the right candidate.

We are an equal opportunity employer and welcome applications from all qualified candidates. Application forms and resume will be kept for a period of 24 months after completion of the recruitment process. (All information will be held in strict confidence and only be used for recruitment purpose).

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