AVP, Client Digital Channels

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

Job Description:

The AVP Client Digital Channels holds a strategic and execution-focused position responsible for advancing the vision and roadmap for Client and Member Channels within Sun Life Canada. This individual oversees key platforms including the Public Web () Secure Web Portal and Mobile App serving members and clients. The AVP is charged with enhancing foundational capabilities and optimizing overall channel effectiveness to align with Sun Life Canadas digital ambition and strategy.

Additionally the AVP leads the development of strategies capability roadmaps and the target state experience for Client Identity & Access Management and Client APIs. Collaborating closely with stakeholders organization-wide this role ensures an integrated omni-channel and cross-business unit approach to digital capabilities and experiences prioritizing agility speed and productivity across foundational digital client channel squads.

As the primary steward of access and self-service channels for Sun Life Canada Members and Clients the AVP also manages the day-to-day operations of both public and secure channels. Furthermore the incumbent will work directly with colleagues in CXO and across all business units technology and operations to support change management readiness for new capabilities and the implementation of strategies and programs designed to drive client utilization and maximize impact.

This position reports to the VP Digital Journeys & Experience Design

What will you do:

Digital Platform Strategy and Roadmap

• Develop manage and support strategy and roadmaps for digital platforms (Public Web Secure Member/Client Web Mobile) in collaboration with stakeholders.
• Develop manage and support the foundational digital platform enablers for Client Identity & Access Management and Client APIs to support Member/Client and broader Canada digital platform enablement
• Spearhead and maintain a prioritized backlog of digital initiatives aligned with Sun Lifes digital goals.
• Drive the implementation of the digital platform strategy with an agile delivery mindset focused on increasing velocity and digital delivery maturity
• Define goals key results and shared outcomes across the digital initiatives ensuring active analysis and insights of key success indicators; Curates a learn-fast mindset across the digital platform teams
• Monitor and evaluate KPIs for performance of the digital products/platforms
• Continuously monitor digital product performance and leverage emerging technologies to enhance user experience.

Digital Delivery

• Partner with business to deliver on roadmap and ensure capabilities and features are delivered on time and per expectation
• Ensure delivery has a roadmap that eventually leads to journey end state as defined by the CX team
• Partner with and influence business team to ensure adoption and usage of digital platform through smart change management strategies
• Partner with stakeholders and solve immediate issues and manage medium- and long-term risk in delivery
• Ensure quality delivery identifying and addressing any issues or risks

Stakeholder & Relationship Management

• Influence senior stakeholders to support and drive the digital agenda and engage broader teams across Sun Life with a view to managing change associated with Digital Platform initiatives
• Build strong working relationships with internal stakeholders and other teams to ensure alignment on priorities and execution of initiatives and best practices
• Regular communication with the stakeholder leadership (business units operations technology etc.) to ensure transparency and alignment on initiatives and soliciting and actioning feedback as required.
• Management of vendor relationships as required.

People Capabilities and Culture

• Inspire and lead 5 Directors and a wider team of digital platform experts.
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• Foster and actively promote a culture of innovation learning and growth within the team and the broader organization encouraging new ideas and approaches to digital platform strategy.
• Champion professional development by creating and implementing developmental plans for team members offering hands-on guidance and cultivating a learning environment that supports continuous skill enhancement in the rapidly evolving digital landscape.

What do you need to succeed:

• 10 years industry experience with 5 years in a digital channels or strategy capacity
• University degree in business or related discipline; MBA would be an asset
• Advanced understanding of digital competitive landscape trends and emerging technologies designed to enhance the digital channels experience
• Strong business acumen to support development of strategic digital plans in alignment with organizational goals; Experience in analyzing and solving complex business problems with creativity critical thinking and strong business acumen; demonstrated practical sound judgment.
• Experience in leveraging a range of research and data inputs to inform strategy development and program effectiveness (i.e. client research industry trends performance data etc.).
• Ability to identify long term goals and championing the implementation of different or alternative ideas.
• Innovative leader with transformation experience who can manage significant ambiguity and constantly changing circumstances in a start-up environment
• Excellent relationship management with an ability to build strong partnerships and negotiate and influence a variety of internal and external stakeholders and audiences.
• Keep stakeholders informed about the broader digital strategy roadmap and portfolio to foster alignment drive efficiencies and to support the One Sun perspective
• Build and elevate the teams brand within the organization and proactively demonstrate the value of the digital vision and strategy while building advocates and influence throughout the organization
• Excellent coach and mentor with proven success at leading and developing a high performing team and driving transformation in ways of thinking and doing business.
• Foster and environment of creativity test-and-learns and growth mindsets to enable the team to drive exceptional client experiences
• Oversee the management of budgets and resources to ensure capacity for roadmaps and the overall strategic plan.

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.

Whats in it for you

• Great Place to Work Certified for Most Trusted Executive Team in Canadaand 2023
• Great Place to Work Certified for Best Workplaces in Canada - 2025
• Canada Order of Excellence for Mental Health at Work certification from Excellence Canada. Sun Life is one of only four companies in Canada to ever receive this certification 2024
• Top Work Places for Remote Work Monster Canada - 2024
• Great Place to Work Certified for Best Workplaces in Canada 2024 and 2022
• Great Place to Work Certified for Best Workplaces for Women in Canada - 2024
• Flexible hybrid work model. #LI-Hybrid
• 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.
• Competitive salary and bonus structure influenced by market range data
• The opportunity to move along a variety of career paths with amazing networking potential

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 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 .

We are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business our Clients and you! Several 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.

Salary Range: