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.
Client Experience Office (CXO) aims to provide a holistic "One Sun Life" experience to Clients as we help them achieve lifetime financial security and live healthier lives. We design and execute clear, compelling, caring journeys to help Clients navigate some of the most important moments of their lives.
Through personalized, proactive and relevant content, we act on a deep understanding of Client needs on a multitude of communication channels—so we can be there for Clients when and where they need us.
To understand our Clients, we actively listen and learn by employing experts in Client experience, engagement, marketing, strategy, and digital, data and analytics. Our Client Solutions Centre (CSC) engages directly with plan members to ensure they maximize the value of their benefit and retirement plans.
Reporting to the VP Analytics and Insights, Client Experience Office, the Associate Vice President (AVP) , Data Science and Client Analytics will lead the creation, implementation and tracking of insights which support key senior executives in client-related analytics.
The AVP will oversee a team of around 20 people (located in Toronto and Waterloo), This executive will leverage data analytics to identify/develop sales and service opportunities to deepen client relationships and to drive strong client satisfaction scores, high client retention, and profitable growth for Sun Life.
A key responsibility of this role is to lead the evolution of Sun Life’s autonomous prescriptive analytics, including “Next best Action” algorithms implemented in automated, machine learning platforms. Proven practical experience in this area is an important requirement for this role.
Ultimately, the AVP, Data Science and Client Analytics will help business leaders to plan, analyze and interpret data to improve business outcomes. In addition, this role will help to define and influence the overall data strategy for Sun Life Financial, and be an ambassador for “big data” opportunities internally and externally.
Key priorities for this role are as follows:
Lead a high performing Client Engagement analytics team, supporting the VP, client engagement
Oversee and lead the Client Engagement analytics team, which supports all client engagement platforms across multiple channels (email, website, mobile app, phone)
Lead design, architecture and delivery of client engagement and recommendation platforms, including the evolution of autonomous prescriptive analytics (Next Best Action)
Develop metrics, reporting and data analytics to inform segment strategies, client offers and campaign design and execution.
Lead a high performing Client Experience analytics team, supporting the Chief Marketing Officer
Oversee and lead the Client Experience analytics team, which supports all client experience efforts across multiple channels (email, website, mobile app, phone)
Lead the Client marketing analytics team to support design and implementation of the client Strategy including segmentation, client profile and channel strategy
Share learnings/best practices and develop collaborations across Business Units (BUs)/functions
Manage/communicate a portfolio of related projects within the center of excellence structure. Promote the sharing of analytics knowledge and best practices within the center of excellence and across the wider organization.
Build and maintain strong working relationships with BUs, Operations, IT, and other cross-functional partners to ensure timely and high impact execution of initiatives within the area.
Embed rigorous performance management practices
Proactively develop and track metrics and measures to evaluate and determine the effectiveness of marketing programs, customer offers, etc.
Leverage data/analytics to ensure that strong financial/commercial management practices are in place, through the efficient allocation of marketing spend across initiatives based on ROI.
Role Capabilities/Education Requirements
Over ten years of data analytics experience, with a minimum of 5 years in a management/leadership role.
Financial services industry experience is preferred (but not essential), including an understanding of domain-specific operational management practices and objectives, accountabilities, problem solving approaches, industry trends and best practices.
The successful candidate will have a strong passion for empirical research and for answering hard questions with data.
S/he understands statistical and machine-learning techniques, including data preparation methods such as transformations, normalization, and modeling methods including linear and nonlinear regression techniques (applied to customer and sales analytics).
The successful candidate will be a strategic, conceptual thinker with strong written and oral communications skills who is able to influence the opinion of others.
S/he will have demonstrated the ability to operate in a highly matrixed environment, influencing and leveraging resources that do not report to her/him directly, and possess strong interpersonal skills. As well, s/he will have excellent collaboration skills and will be very effective in working in a team environment and across multiple sites and business units.
Strong quantitative, analytical and technical skills
Strong quantitative background: Has impressive intellectual horsepower and well-versed in key quantitative and data-driven disciplines: statistics, mathematics and finance
Robust understanding of data sufficiency and hypothesis-driven approach: Knows how to formulate hypothesis, design and run controlled tests to be able to conclusively identify significance in results, proving or refuting hypothesis
Broad understanding of different data & analytics methodologies and tools, including SAS, Open source (Python, AWS, SageMaker) and autonomous analytics (machine-learning)
Proven experience in prescriptive analytics and machine learning
Design and architecture: Ability to conceptualize prescriptive analytics from identification of data requirements to design of solution
Delivery and results tracking: Experience in implementation of operational prescriptive analytics models, tracking of results and continuous improvement of model performance
Proven track record implementing “Next Best Action” models and machine-learning algorithms
Building talent: A proven leader able to build, lead, motivate and retain high performing teams. Insightful about the talent the organization needs to be successful; recruits and develops people with this in mind. Uses multiple methods to grow capability in the organization. Skillfully coaches and mentors others.
Inspiring and motivating: Gets the best performance from people. Taps into people’s needs, interests and goals to motivate them to achieve. Inspires commitment from people and mobilizes teams toward high performance and goal achievement.
Integrity: Adheres to the highest standards of personal and professional integrity and sets a positive example for others.
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 firstname.lastname@example.org.
We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.
124,000/124 000 - 211,300/211 300
Posting End Date: