Senior Journey & Service Designer - Sun Life, Toronto

AI Summary

This Senior Journey & Service Designer role at Sun Life in Toronto focuses on reimagining client journeys and designing integrated omni-channel experiences. Key duties include leading service design methodologies and optimizing conversational experiences. Successful candidates for these Sun Life jobs require over five years of experience in service design and related fields, along with post-secondary education in a relevant discipline.

About the Role at Sun Life

As a Senior Journey & Service Designer at Sun Life, you will play a pivotal role within the Canadian Client Experience Office in Toronto, focusing on enhancing the overall client experience. This position involves taking a deeply client-centric view to reimagine critical journeys, helping individuals achieve financial security and healthier lives. You will be responsible for designing end-to-end, integrated omni-channel experiences, encompassing digital, non-digital, conversational, AI-driven, and human-assisted interactions. This work is grounded in a thorough understanding of client behaviours, business strategy, and operational models.

A core aspect of this role is leading the exploration, definition, and design of your journey portfolio, utilizing advanced service design methodologies. This includes producing essential deliverables such as competitive scans, detailed service blueprints, future-state journey maps, system maps, storyboards, concepts, and iterative prototypes, alongside user testing outputs. You will specifically design and optimize conversational experiences, including chatbots, virtual assistants, and automated messaging, ensuring these interactions are intuitive, inclusive, and aligned with client intent and emotional context. Mapping support interactions within service blueprints and journey maps will be crucial, clearly illustrating handoffs between AI systems, digital channels, contact centre agents, and back-office processes. This is a key opportunity within Sun Life careers to make a significant impact on client service.

Desired Skills and Experience

To succeed in this Senior Journey & Service Designer role, candidates should possess at least five years of experience in service design, journey design, CX strategy, or a closely related field. A post-secondary education in a relevant discipline such as design, human-computer interaction, cognitive science, or business is required, or equivalent practical experience. Strong command of design methodologies is essential for navigating complex and ambiguous problem spaces effectively. The ability to deeply analyze current-state processes and technologies is critical for informing credible future-state designs.

Expertise in synthesizing qualitative and quantitative data from multiple sources is necessary to build a holistic understanding of client and service needs. Strong facilitation skills, particularly in leading workshops and co-creation activities with diverse stakeholders, are highly valued for these design jobs in Toronto. Excellent visual and storytelling capabilities are also important, enabling the production of various artifacts from system maps to UX prototypes. Experience designing, improving, or contributing to conversational experiences like chatbots or virtual assistants is a key asset. A strong sensitivity to language, tone, and behavioural psychology, coupled with the ability to craft conversations that build trust and reduce friction, will be vital for enhancing the overall client experience. Familiarity with emerging technologies, including conversational AI and automation, and their responsible application to elevate client and service experiences, is also preferred. A background in financial services or other regulated industries is strongly preferred for this business-critical role.