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 Overview

Are you a proven Service Designer or Design Strategist who is deeply curious about human behaviour, language, and how emerging technologies shape client experiences? Do you thrive on reimagining complex services and designing experiences that balance client needs, business outcomes, and operational realities?

Reporting to the Director, Experience Design, in the Canadian Client Experience Office (CXO), the Senior Journey & Service Designer is responsible for taking a client-centric view to reimagine journeys that help clients achieve lifetime financial security and live healthier lives.

This role plays a critical part in designing, evolving, and optimizing conversational experiences such as chatbots, virtual assistants, and automated messaging as a core service touchpoint within broader end-to-end client journeys. You will drive service design for a portfolio of journeys, including AI-enabled and human-assisted interactions, to deliver measurable business and client impact.

You will work closely with partners across business, UX, product, operations, and technology to identify opportunities, explore concepts, and co-create future-state experiences. Using service design and conversational design methods, you will create a holistic view of experiences by connecting client-facing touchpoints with back-end capabilities to support delivery and scale.

What will you do?

• Design end-to-end, integrated omni-channel experiences, including digital, non-digital, conversational, AI-driven, and human-assisted interactions, grounded in a deep understanding of client behaviours, business strategy, and operating models.
• Lead the exploration, definition, and design of your journey portfolio using service design methodologies to produce deliverables such as competitive scans, service blueprints, future-state journey maps, system maps, storyboards, concepts, iterative prototypes, and user testing outputs.
• Design and optimize conversational experiences (e.g., chatbots, virtual assistants, automated messaging) as part of broader service journeys, ensuring interactions are intuitive, inclusive, and aligned with client intent and emotional context.
• Apply conversational design and linguistic principles to define tone, voice, prompts, error handling, recovery moments, and escalation paths from automation to human support.
• 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 conversational 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.
• Translate complex systems, policies, and AI-enabled decisioning into clear, compelling narratives that align stakeholders and challenge the status quo.
• Support the Director, Journey Design and key partners in shaping the Canada CX Strategy and prioritizing client journeys and service opportunities.

What do you need to succeed?

• 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).
• 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 facilitation skills, with experience leading workshops, journey mapping sessions, and co-creation activities with diverse stakeholders.
• Excellent visual and storytelling skills, with the ability to produce artifacts at multiple levels of fidelity (e.g., system maps, blueprints, storyboards, UX prototypes).
• Conversational Design & AI-Enabled Experience Skills
• Experience designing, improving, or contributing to conversational experiences such as chatbots, virtual assistants, automated messaging, or IVR systems.
• Working knowledge of conversational design principles, including intent-based design, natural language patterns, conversational flow, error recovery, and escalation to human support.
• Strong sensitivity to language, tone, and behavioural psychology, with the ability to craft conversations that build trust, reduce friction, and guide user decision-making.
• Ability to assess conversational experience effectiveness using qualitative insights and quantitative indicators (e.g., task success, drop-off points, containment, sentiment signals).
• Familiarity with emerging technologies—including conversational AI and automation—and how they can be responsibly applied to elevate client and service experiences.
• Additional Assets
• Demonstrated ability to present compelling, evidence-based arguments for change to senior stakeholders.
• Strong collaboration skills and experience working in cross-functional, matrixed environments.
• Background in financial services or regulated industries is strongly preferred.

What’s in it for you?

• Competitive salary and bonus structure informed by market range data
• 20 days of vacation per year and an innovative sabbatical program
• A friendly, collaborative, and inclusive culture
• 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

Additional Requirement

Selected candidates will be required to share a portfolio of work that demonstrates their service design approach and impact, including examples of complex journeys, service blueprints, and where applicable conversational or AI-enabled experiences that show how design decisions improved client and service outcomes.

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 [email protected].

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 may use artificial intelligence to support candidate sourcing, screening, interview scheduling.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

Salary Range:

80,000/80 000 - 128,000/128 000

Job Category:

Business Analysis - Process

Posting End Date:

05/02/2026