Senior Journey & Service Designer

Sun Life•Toronto, ON

1d•CA$80,000 - CA$128,000•Hybrid

About The Position

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.

Requirements

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).
Experience designing, improving, or contributing to conversational experiences such as chatbots, virtual assistants, automated messaging, or IVR systems.
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.
Demonstrated ability to present compelling, evidence-based arguments for change to senior stakeholders.
Strong collaboration skills and experience working in cross-functional, matrixed environments.

Nice To Haves

Background in financial services or regulated industries is strongly preferred.
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.

Responsibilities

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.
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 support 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.