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Senior CX Design Strategy Consultant

Sun Life Financial

This is a Full-time position in Toronto, ON posted May 25, 2021.

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

Reporting to the Director, Client Journey Owner, in the Canadian Client Experience Office (CXO), the Sr.

Design Strategy Consultant is responsible for taking a client centric view to define and design journeys to help our Clients achieve lifetime financial security and live healthier lives.

In this role, you will drive the customer experience design for a specific portfolio of client journeys to produce measurable CX and business results.

You will work closely with teams across the organization, using insights and design to form a common understanding of client needs and strategy.

You will work with partners from across the business to identify opportunities, define principles, explore concepts, test and deliver exceptional experiences that fulfill this strategy.

This role requires an understanding and passion for transforming CX strategy into pragmatic and impactful experiences across various channels that exceed client expectations.

What will you do?

Design end-to-end, integrated journeys and experiences for our clients based on a deep understanding of client behaviours, trends and analytics.

Bring together multiple systems and tools to support the needs of each audience across multiple channels and touchpoints.

Lead the CX design exploration, definition and design for your area by leveraging innovative design methodologies to produce key CX design deliverables including competitive scans, future state journey maps, CX canvas work, storyboards, concepts, iterative prototypes and user testing.

Support short-term and long-term CX roadmaps that identify key changes required to deliver an amazing client experience and measureable business and client outcomes.

Track & report progress against these roadmaps Partner closely with colleagues across CX Strategy, UX, Insights and Product teams to support research activities and gain a deeper understanding of our Clients and their needs in order to define future state CX.

Support the Director, Client Journey Owner and key partners to help define the Canada CX Strategy and prioritized client journeys What do you need to succeed?

University degree or certification in Design; Service Design, Industrial Design, Human Centered Design, Design Strategy; Business, Computer Science or a related field or equivalent work experience Minimum of 7 years of progressive experience in Design or Client Strategy roles.

5-7 years of proven experience in translating and synthesizing information from different sources, such as insights, strategy and vision, into tangible and impactful experiences with measurable outcomes.

Command of design methodology in working through complex and ambiguous challenges Strong collaboration skills, with the ability to work among a diverse group of researchers, marketers, designers and product owners.

Strong visual communicator: ability to visualize concepts such as journeys, experiences and new concepts Excellent problem solving skills, with the ability to present a compelling argument for change.

Additional Requirement Please note that selected candidates will be required to share a portfolio of work that demonstrates your design approach, and how it has led change to client experience.

What’s in it for you?

Competitive salary and bonus structure influenced by market range data 20 days vacation per year and an innovative sabbatical program A friendly, collaborative and inclusive culture Flexible Benefits from the day you join to meet the needs of you and your family Pension, stock and savings programs to help build and enhance your future financial security Fitness and wellness programs that help you balance work and life and enjoy a healthier lifestyle 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 .

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.

Salary Range: 67,400/67 400
– 110,100/110 100 Job Category: Business Analysis
– Process Posting End Date: 06/06/2021