Sun Life

Senior Journey & Service Designer

Toronto, Ontario · Senior

Sponsorship not specifiedDetected 5 days ago

SOARProduct StrategyRecruitingCollaboration

About the role

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.

Create and maintain conversational artifacts such as conversation flows, intent models, sample dialogues, and experience principles, ensuring alignment with brand voice and service outcomes.
Map support interactions within service blueprints and journey maps, clearly illustrating handoffs between AI systems, digital channels, contact centre agents, and back-office processes.
Conduct business and technical analysis to understand current processes, technologies, and operational constraints to design realistic and scalable future-state services.
Partner closely with colleagues across business strategy, UX, product development, data/AI, contact centre operations, legal, and technology to support discovery, co-creation, and roadmap definition.
Support the Director, Journey Design and key partners in shaping the Canada CX Strategy and prioritizing client journeys and service opportunities.
Strong command of design methodologies for navigating complex, ambiguous problem spaces.
Demonstrated ability to deeply analyze current-state processes and technologies to inform credible future-state designs.
Expertise in synthesizing qualitative and quantitative data from multiple sources to build a holistic understanding of client and service needs.
Strong sensitivity to language, tone, and behavioural psychology, with the ability to craft conversations that build trust, reduce friction, and guide user decision-making.

5+ years of experience in service design, journey design, CX strategy, product strategy, or a closely related field.

Post-secondary education in a related discipline (e.g., design, human-computer interaction, cognitive science, psychology, linguistics, business, or equivalent experience).
Competitive salary and bonus structure informed by market range data
20 days of vacation per year and an innovative sabbatical program
Flexible benefits from day one to meet the needs of you and your family
Pension, stock, and savings programs to support long-term financial security
Fitness and wellness programs that help you balance work and life

This listing is sourced directly from Sun Life's careers page and normalized into a canonical job model.