Senior Service Optimization Consultant

Job Description

<p><h3>Overview</h3><p>Senior Service Optimization Consultant at Sun Life</p><p>You are unique in background, experience and point of view. You’ll be encouraged, empowered and challenged to be your best self. You’ll work with dynamic colleagues who are eager to share their knowledge. Leaders will inspire you to reach your potential and contribute to making life brighter for Clients around the world.</p><p><b>Job Description:</b> Sun Life’s Canadian Operations team is engaged in a large-scale client experience transformation by improving client journeys, internal processes, technology, and use of data science. We are looking for passionate end-to-end solution designers to join our team as consultants. Do you seek to gain insights into client needs through Design Thinking? Are you skilled at applying those insights to design processes, people, and integration with technologies such as automation, robotics, algorithms, artificial intelligence and machine learning? Do you have the passion for change and the responsibility of design from concept to completion?</p><p>The Senior Consultant on the Service Optimization team collaborates with the business to identify opportunities and design processes to evolve the operating model, maximize ROI on digital/automation investments, and improve overall system performance.</p>
<h3>What will you do?</h3>
<ul>
<li>Lead research and process design sessions with clients to understand experiences, needs, desires and moments of truth.</li>
<li>Overlay opportunities on the current operating model using systems thinking, lean methodologies and hypothesis-based problem-solving to uncover root causes of inefficiencies.</li>
<li>Develop a digital transformation target operating model with recommendations on automation, workflows, web applications, data science and employee training to improve client experience.</li>
<li>Conduct design sessions with clients or test proposed solutions through experiments to ensure only the best ideas reach development and deployment teams.</li>
<li>Partner with product owners, business and technology leaders to develop minimal viable products (MVPs) to accelerate client improvements, guided by AGILE and change management principles.</li>
<li>Maintain the target operating model and influence partners through change roadmaps and improvement backlogs to deliver an optimal client experience.</li>
</ul>
<h3>What do you need to succeed?</h3>
<ul>
<li>Strong consulting, relationship management and facilitation skills, including the ability to listen, question, analyze, and provide insight and advice.</li>
<li>Ability to create a business architecture that aligns strategic objectives with tactical demands.</li>
<li>Ability to apply human-centered design to map the ideal client journey, including leading empathy and co-creation workshops.</li>
<li>Ability to assess data models and data flows and facilitate automation and process design workshops.</li>
<li>Ability to use agile project management to deliver incremental value.</li>
<li>Excellent written and verbal communication skills with data-rich presentation abilities.</li>
<li>Note: This position is posted in several locations; bilingualism (French, English, or both) is required for Quebec only, as the position reports to a unilingual English-speaking manager outside Quebec.</li>
</ul>
<h3>Education and Experience</h3>
<ul>
<li>Hands-on knowledge of and certification in improvement frameworks (LEAN, Six Sigma, AGILE, Human Centered Design, Design Thinking, Customer Journey mapping).</li>
<li>Post-secondary education with relevant increasing accountability.</li>
<li>Experience using Business Architecture to articulate automation solutions with platforms such as PEGA, Blue Prism and Tableau.</li>
<li>Experience managing complex process-improvement projects, including operational assessments and target operating model design using Lean Six Sigma.</li>
<li>Expert-level knowledge of data tools (e.g., MS Excel).</li>
<li>Knowledge of MS PowerPoint, MS Project, MS Visio, and Miro.</li>
</ul>
<h3>What’s in it for you?</h3>
<ul>
<li>Best Workplace for Hybrid Work by Great Place to Work Canada (2022 Best Workplaces in Canada).</li>
<li>Wellness programs supporting mental, physical and financial health.</li>
<li>Fitness and wellness programs to balance work and life.</li>
<li>Flexible workspaces and hybrid options based on business needs.</li>
</ul>
<p>The Base Pay range is for the primary location for which the job is posted and may vary by location and other factors. Eligible Sun Life employees participate in incentive plans; some roles have sales incentives. Diversity and inclusion are core to Sun Life. Applications are welcome from qualified individuals of all backgrounds. If accommodation is needed in the application process, please email thebrightside@sunlife.com.</p>
<p>We are a hybrid organization offering options to work from the office or virtually, depending on role requirements and individual needs. Thank you to all applicants; only those selected for an interview will be contacted.</p>
<p><b>Salary Range:</b> 78,000 – 128,000</p>
<p><b>Job Category:</b> Business Analysis - Process</p>
<p><b>Posting End Date:</b> 19/09/2025</p>
<h3>Seniority level</h3><ul><li>Not Applicable</li></ul>
<h3>Employment type</h3><ul><li>Full-time</li></ul>
<h3>Job function</h3><ul><li>Consulting, Information Technology, and Sales</li><li>Industries: Financial Services and Insurance</li></ul>
<p>Referrals increase your chances of interviewing at Sun Life. We welcome applicants from all backgrounds and strive to provide accessible formats where needed.</p></p>
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