Associate Director, Client Experience

Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide.

Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities.

In order to support our ambitious growth goals, this position will be responsible for leading, developing, and driving key components of our Experience strategy for Health and Risk Solutions. This includes leveraging our external and internal listening capabilities as well as a variety of client experience tools to identify gaps and opportunities to successfully develop or improve the experiences our Clients, partners and members have when working with Sun Life.

The Associate Director of Experience Development & Execution will act as a key liaison across the organization and will help to identify, prioritize and lead the execution of transformative and innovative experience initiatives. Additional responsibilities will include helping to drive the successful implementation and expansion of externally focused digital capabilities, optimizing our proactive outreach strategy, facilitating Client journey mapping and service blueprinting activities, and identifying, assessing, recommending and implementing key initiatives to deliver best-in-class experiences. Key KPIs include positive impact on Client, Broker and Member satisfaction scores, achievement of Client retention targets and growth of our health program adoption and engagement.

How you will contribute:

• Partner with the Director of Client-Centered Transformation to develop and execute on the annual Experience strategy for Health and Risk Solutions, including on-going prioritization and measurement and communication of results
• Make connections between business processes, decisions, initiatives and external experiences to identify opportunities and drive measurable outcomes
• Leverage design thinking methodology to enhance current processes and identify external needs through tools such as journey maps
• Collaborate with internal operational and research and marketing teams for both Health and Risk sides of the business to achieve strategic objectives
• Leverage insights to make recommendations and develop implementation plans for innovative and new solutions
• Drive forward new and improved digital capabilities for external audiences
• Lead the exploration and assessment of needs and opportunities for Client and broker education
• Assess and incorporate market best practices
• Evaluate, launch and manage vendor relationship, as necessary, to support experience goals
• Manage, develop, and coach team members with a strong focus on their continued growth and development

What you will bring with you:

• Strong presentation, facilitation, and influencing skills
• Excellent written and verbal communication skills
• Ability to manage projects through the cycle from complex ideas to implementation to assessment
• Experience analyzing data to identify patterns, gaps, and opportunities
• Ability to build relationships with and influence people at all levels in the organization
• Ability to think ambitiously and creatively to help translate insights into opportunities
• Desire to support and drive a Client-centered approach to decision-making across the organization
• Ability to work in a dynamic environment and successfully navigate ambiguity
• Experience with journey mapping and design thinking methodologies
• Ability to prioritize and successfully juggle multiple projects and programs simultaneously
• Strong decision-making and problem-solving skills

Education and Experience:

• Bachelor's degree
• 5-7 years of industry and/or project management or related experience
• Market research, Design or CX experience preferred
• Experience with data analysis and synthesis required

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We are committed to fostering an inclusive environment where all employees feel they belong, are supported and empowered to thrive. We are dedicated to building teams with varied experiences, backgrounds, perspectives and ideas that benefit our colleagues, clients, and the communities where we operate. We encourage applications from qualified individuals from all backgrounds.

Life is brighter when you work at Sun Life

At Sun Life, we prioritize your well-being with comprehensive benefits, including generous vacation and sick time, market-leading paid family, parental and adoption leave, medical coverage, company paid life and AD&D insurance, disability programs and a partially paid sabbatical program. Plan for your future with our 401(k) employer match, stock purchase options and an employer-funded retirement account. Enjoy a flexible, inclusive and collaborative work environment that supports career growth. We're proud to be recognized in our communities as a top employer. Proudly Great Place to Work Certified in Canada and the U.S., we've also been recognized as a "Top 10" employer by the Boston Globe's "Top Places to Work" for two years in a row. Visit our website to learn more about our benefits and recognition within our communities.

We will make reasonable accommodations to the known physical or mental limitations of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email thebrightside@sunlife.comto request an accommodation.

For applicants residing in California, please read our employee California Privacy Policy and Notice.

We do not require or administer lie detector tests as a condition of employment or continued employment.

Sun Life will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including applicable fair chance ordinances.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.