AVP, Client Engagement Engineering
Sun Life
Waterloo, Ontario
1d ago

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 :

AVP, Client Engagement Engineering

The AVP Client Engagement Engineering oversees the development of the Client Engagement platform roadmap, provides direction and thought leadership to orient the delivery of new capabilities and ensures the platform provides the capabilities and performance required to support Sun Life Canada Client Engagement strategy.

This AVP will also oversee implementation and adoption of these capabilities, ensuring the desired outcomes are achieved.

The AVP Client Engagement Engineering is a key member of the Client Engagement Leadership Team (CELT), contribute to defining and refining the Client Engagement strategy for Sun Life in Canada.

The AVP works in close collaboration with its peers on the CELT as well as the owners of client data, client digital assets and key martech applications integrated with the Client Engagement platform, Client Connect.

What will you do?

Act as the product owner for Client Connect (Canada’s Client Engagement Platform), as a Canadian asset

  • In collaboration with BU leaders, define a vision for the Client Connect in Canada
  • Prioritize and sequence key investments in martech, data and channels to continuously improve our ability to identify client needs and provide most personalized and relevant answer.
  • Build solutions with a continuous improvement mindset, supporting the introduction and growth of new client engagement channels and campaigns.
  • In collaboration with Data and Analytics, explore and shape the adoption of AI, machine learning and natural language techniques into Client Connect.
  • Oversee the agile development and evolution of Client Connect, working in collaboration with Enterprise services.
  • Act as the product owner for the Individual Client Engagement (including Advisor-to-Client Engagement) platform and approach to engage clients and advisors

  • Collaborate with SLFD and the advisor office of the future team to translate the distribution strategy and the advisor platform vision into a vision and roadmap for the B2B2C capabilities
  • Define target state technology platform to engage advisors and clients in a B2C and B2B2C approach. Ensure coherence and efficiency with the platform already established.
  • Define roadmap and sequence of key investments

  • In collaboration with SLFD, define the approach and processes to engage advisors and ensure alignment with sales and distribution strategy and business priorities
  • Oversee stand up of capabilities and operations, in collaboration with the VP, Business Growth in SLFD
  • Work in close collaboration with Ella’s product owner to define an integrated perspective of Ella technology roadmap

    Develop the Lead Management technology roadmap and oversee the delivery of its key capabilities and their integration, where relevant, to the DBA platform

  • Translate the business strategy for Leads into a vision and roadmap for the capabilities required to support it
  • Identify relevant technologies and how to embed them in Sun Life Canada martech.
  • Define and keep current a roadmap to develop the lead management capabilities in support to the business objectives
  • Oversee stand up of capabilities and operations including act as product owner to deliver in an agile way some new capabilities
  • Be the quarter back for the development of our Operational Client data solution

  • Oversee the development of design principles and a data architecture to feed relevant client information for operational purpose to our different engagement applications
  • Lead the set up and continuous enhancement of our single source of truth for client operational data, to serve a growing number of use cases across Canada
  • What do you need to succeed?

  • Demonstrated ability to think strategically and analytically to understand complex business problems
  • Great ability to conceptualize solution, understand the relationship and impact on the rest of our technology and data environment as well as on the Client experience
  • Proven experience in developing digital distribution capabilities in a B2C environment
  • Strong result orientation
  • Proven experience leading in a shared service and / or matrix model with a track record of managing partner relationships.
  • Experience in highly regulated environment and ability to introduce innovation in this context
  • What’s in it for you?

  • Being a member of the Sun Life family, a group of people united by our Purpose : to help Clients and Employees achieve lifetime financial security and live healthier lives
  • A friendly, collaborative and inclusive culture
  • A collaborative and interactive team environment
  • Being part of our journey in developing the next greatest digital experience
  • Working together, sharing common values and encouraging growth & achievement
  • 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 .

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

    Salary Range :

    115,700 / 115 700 - 197,200 / 197 200

    Job Category : Marketing


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