Senior Service Optimization Consultant

Sun Life’s Canadian Operations team is engaged in a large-scale client experience transformation by improving our client journeys, internal processes, technology, and use of data science. To support this work, 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 deploying those insights into the design of processes, people, and integration with relevant technologies such as automation, robotics, algorithms, artificial intelligence, and machine learning? Do you have the passion for change and to own the responsibility of design from concept to completion?

The Senior Consultant on the Service Optimization team works in collaboration with the business to identify opportunities and design processes to evolve the maturity of the business-operating model, maximize the return on digital/automation investments and improve the performance of the entire system.

What will you do?

• Using Consulting skills, you lead research and process design sessions with our clients to understand their experiences, needs, desires and their “moments of truth”.

• Using systems thinking skills, you overlay these opportunities on our current operating model and use lean methodologies and hypothesis-based problem-solving techniques to uncover the root cause of inefficiencies and issues.

• You assist in developing a digital transformation target operating model which includes recommendations on automation, workflows, web applications, data science and employee training opportunities to improve the client experience.

• You conduct a series of design sessions with clients or test proposed solutions though experiments so that only the best ideas reach development and deployment teams.

• You partner with product owners, business, and technology leaders to develop a series of minimal viable products (MVPs) to accelerate the pace of client improvements based on sound understanding of AGILE and change management principals.

• You continue to keep the previously defined target operating model and continue to influence partners through change roadmaps and improvement backlogs to deliver the objectives of an ultimate client experience.

What do you need to succeed?

• Strong consulting, relationship management and facilitation skills including the ability to listen and question to understand the business problem, analyze, provide insight and advice.

• Ability to create a business architecture to facilitate alignment of strategic objectives and tactical demands.

• Ability to use human centered design principles to map the ideal client journey, including leading empathy and co-creation workshops.

• Ability to assess data model and data flows and facilitate automation and process design workshops.

• Ability to use agile project management to deliver incremental value to our clients.

• Excellent written and verbal communication skills including persuasive, data-rich presentation skills.

• As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only as the position reports to a unilingual English-speaking manager outside Quebec.

Education and Experience:

• Hands-on knowledge of and certification in various improvement frameworks (LEAN, Six Sigma, AGILE, Human Centered Design, Design Thinking, Customer Journey mapping).

• Post secondary education and relevant experience with increasing accountability.

• Experience using Business Architecture to articulate automation solutions using platforms such as PEGA, Blue Prism and TABLEAU.

• Experience managing complex process improvement projects, including undertaking operational assessments and target operating model design using Lean Six Sigma.

• Expert level knowledge of tools to collect, aggregate, segment and analyze data e.g. MS Excel.

• Knowledge of MS PowerPoint, MS Project, MS Visio, and Miro.

What’s in it for you?

• We’re proud to be a Best Workplace for Hybrid Work by Great Place to Work® Canada

• We’re honoured to be recognized as a 2022 Best Workplaces in Canada by Great Place to Work® Canada

• Wellness programs that support the three pillars of your health - mental, physical and financial

• Fitness and wellness programs that help you balance work and life and enjoy a healthier lifestyle

• Fluid workspaces where you can choose from a variety of workstations, offices and collaboration zones based on your daily needs