Senior Service Optimization Consultant

Toronto - Canada

Monthly Salary: Not Disclosed

Posted on: 13-09-2025

Vacancies: 1 Vacancy

Job Summary

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:

Sun Lifes Canadian Operations team is engaged in a large-scale client experience transformation by improving our client journeys internal processes technology and use of data science. To support this work we are looking for passionate end-to-end solution designers to join our team as consultants.

Do you seek to gain insights into client needs through Design Thinking Are you skilled at deploying those insights into the design of processes people and integration with relevant technologies such as automation robotics algorithms artificial intelligence and machine learning Do you have the passion for change and to own the responsibility of design from concept to completion

The Senior Consultant on the Service Optimization team works in collaboration with the business to identify opportunities and design processes to evolve the maturity of the business-operating model maximize the return on digital/automation investments and improve the performance of the entire system.

What will you do

Using Consulting skills you lead research and process design sessions with our clients to understand their experiences needs desires and their moments of truth.
Using systems thinking skills you overlay these opportunities on our current operating model and use lean methodologies and hypothesis-based problem-solving techniques to uncover the root cause of inefficiencies and issues.
You assist in developing a digital transformation target operating model which includes recommendations on automation workflows web applications data science and employee training opportunities to improve the client experience.
You conduct a series of design sessions with clients or test proposed solutions though experiments so that only the best ideas reach development and deployment teams.
You partner with product owners business and technology leaders to develop a series of minimal viable products (MVPs) to accelerate the pace of client improvements based on sound understanding of AGILE and change management principals.
You continue to keep the previously defined target operating model and continue to influence partners through change roadmaps and improvement backlogs to deliver the objectives of an ultimate client experience.

What do you need to succeed

Strong consulting relationship management and facilitation skills including the ability to listen and question to understand the business problem analyze provide insight and advice.
Ability to create a business architecture to facilitate alignment of strategic objectives and tactical demands.
Ability to use human centered design principles to map the ideal client journey including leading empathy and co-creation workshops.
Ability to assess data model and data flows and facilitate automation and process design workshops.
Ability to use agile project management to deliver incremental value to our clients.
Excellent written and verbal communication skills including persuasive data-rich presentation skills.
As this position is posted in several locations we specify that bilingualism (French English both oral and written) is required for Quebec only as the position reports to a unilingual English-speaking manager outside Quebec.
As a condition of the role the successful candidate must obtain a Government of Canada Reliability Status security clearance through Sun Life.

Education and Experience:

Hands-on knowledge of and certification in various improvement frameworks (LEAN Six Sigma AGILE Human Centered Design Design Thinking Customer Journey mapping).
Post secondary education and relevant experience with increasing accountability.
Experience using Business Architecture to articulate automation solutions using platforms such as PEGA Blue Prism and TABLEAU.
Experience managing complex process improvement projects including undertaking operational assessments and target operating model design using Lean Six Sigma.
Expert level knowledge of tools to collect aggregate segment and analyze data e.g. MS Excel.
Knowledge of MS PowerPoint MS Project MS Visio and Miro.

Whats in it for you

Were proud to be a Best Workplace for Hybrid Work by Great Place to Work Canada
Were honoured to be recognized as a 2022 Best Workplaces in Canada by Great Place to Work Canada
Wellness programs that support the three pillars of your health mental physical and financial
Fitness and wellness programs that help you balance work and life and enjoy a healthier lifestyle
Fluid workspaces where you can choose from a variety of workstations offices and collaboration zones based on your daily needs

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:

80000/80 000 - 128000/128 000

Job Category:

Business Analysis - Process

Posting End Date:

24/10/2025

Required Experience:

Senior IC