Associate Director, Client Experience
National African-American Insurance Association (NAAIA), Baltimore, MD, United States
Job Description:
In order to support our ambitious growth goals, this position will be responsible for leading, developing, and driving key components of our Experience strategy for Health and Risk Solutions. This includes leveraging our external and internal listening capabilities as well as a variety of client experience tools to identify gaps and opportunities to successfully develop or improve the experiences our Clients, partners and members have when working with Sun Life. The Associate Director of Experience Development & Execution will act as a key liaison across the organization and will help to identify, prioritize and lead the execution of transformative and innovative experience initiatives. Additional responsibilities will include helping to drive the successful implementation and expansion of externally focused digital capabilities, optimizing our proactive outreach strategy, facilitating Client journey mapping and service blueprinting activities, and identifying, assessing, recommending and implementing key initiatives to deliver best‑in‑class experiences. Key KPIs include positive impact on Client, Broker and Member satisfaction scores, achievement of Client retention targets and growth of our health program adoption and engagement. How you will contribute:
Partner with the Director of Client‑Centered Transformation to develop and execute on the annual Experience strategy for Health and Risk Solutions, including on‑going prioritization and measurement and communication of results Make connections between business processes, decisions, initiatives and external experiences to identify opportunities and drive measurable outcomes Leverage design thinking methodology to enhance current processes and identify external needs through tools such as journey maps Collaborate with internal operational and research and marketing teams for both Health and Risk sides of the business to achieve strategic objectives Leverage insights to make recommendations and develop implementation plans for innovative and new solutions Drive forward new and improved digital capabilities for external audiences Lead the exploration and assessment of needs and opportunities for Client and broker education Assess and incorporate market best practices Evaluate, launch and manage vendor relationships, as necessary, to support experience goals Manage, develop, and coach team members with a strong focus on their continued growth and development What you will bring with you:
Strong presentation, facilitation, and influencing skills Excellent written and verbal communication skills Ability to manage projects through the cycle from complex ideas to implementation to assessment Experience analyzing data to identify patterns, gaps, and opportunities Ability to build relationships with and influence people at all levels in the organization Ability to think ambitiously and creatively to help translate insights into opportunities Desire to support and drive a Client‑centered approach to decision‑making across the organization Ability to work in a dynamic environment and successfully navigate ambiguity Experience with journey mapping and design thinking methodologies Ability to prioritize and successfully juggle multiple projects and programs simultaneously Strong decision‑making and problem‑solving skills Education and Experience:
Bachelor's degree 5‑7 years of industry and/or project management or related experience Market research, Design or CX experience preferred Experience with data analysis and synthesis required Benefits:
Generous vacation and sick time Market‑leading paid family, parental and adoption leave Medical coverage Company‑paid life and AD&D insurance Disability programs Partially paid sabbatical program 401(k) employer match Stock purchase options Employer‑funded retirement account We will make reasonable accommodations to the known physical or mental limitations of otherwise‑qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email thebrightside@sunlife.com to request an accommodation. For applicants residing in California, please read our employee California Privacy Policy and Notice. We do not require or administer lie detector tests as a condition of employment or continued employment. Sun Life will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including applicable fair chance ordinances. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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In order to support our ambitious growth goals, this position will be responsible for leading, developing, and driving key components of our Experience strategy for Health and Risk Solutions. This includes leveraging our external and internal listening capabilities as well as a variety of client experience tools to identify gaps and opportunities to successfully develop or improve the experiences our Clients, partners and members have when working with Sun Life. The Associate Director of Experience Development & Execution will act as a key liaison across the organization and will help to identify, prioritize and lead the execution of transformative and innovative experience initiatives. Additional responsibilities will include helping to drive the successful implementation and expansion of externally focused digital capabilities, optimizing our proactive outreach strategy, facilitating Client journey mapping and service blueprinting activities, and identifying, assessing, recommending and implementing key initiatives to deliver best‑in‑class experiences. Key KPIs include positive impact on Client, Broker and Member satisfaction scores, achievement of Client retention targets and growth of our health program adoption and engagement. How you will contribute:
Partner with the Director of Client‑Centered Transformation to develop and execute on the annual Experience strategy for Health and Risk Solutions, including on‑going prioritization and measurement and communication of results Make connections between business processes, decisions, initiatives and external experiences to identify opportunities and drive measurable outcomes Leverage design thinking methodology to enhance current processes and identify external needs through tools such as journey maps Collaborate with internal operational and research and marketing teams for both Health and Risk sides of the business to achieve strategic objectives Leverage insights to make recommendations and develop implementation plans for innovative and new solutions Drive forward new and improved digital capabilities for external audiences Lead the exploration and assessment of needs and opportunities for Client and broker education Assess and incorporate market best practices Evaluate, launch and manage vendor relationships, as necessary, to support experience goals Manage, develop, and coach team members with a strong focus on their continued growth and development What you will bring with you:
Strong presentation, facilitation, and influencing skills Excellent written and verbal communication skills Ability to manage projects through the cycle from complex ideas to implementation to assessment Experience analyzing data to identify patterns, gaps, and opportunities Ability to build relationships with and influence people at all levels in the organization Ability to think ambitiously and creatively to help translate insights into opportunities Desire to support and drive a Client‑centered approach to decision‑making across the organization Ability to work in a dynamic environment and successfully navigate ambiguity Experience with journey mapping and design thinking methodologies Ability to prioritize and successfully juggle multiple projects and programs simultaneously Strong decision‑making and problem‑solving skills Education and Experience:
Bachelor's degree 5‑7 years of industry and/or project management or related experience Market research, Design or CX experience preferred Experience with data analysis and synthesis required Benefits:
Generous vacation and sick time Market‑leading paid family, parental and adoption leave Medical coverage Company‑paid life and AD&D insurance Disability programs Partially paid sabbatical program 401(k) employer match Stock purchase options Employer‑funded retirement account We will make reasonable accommodations to the known physical or mental limitations of otherwise‑qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email thebrightside@sunlife.com to request an accommodation. For applicants residing in California, please read our employee California Privacy Policy and Notice. We do not require or administer lie detector tests as a condition of employment or continued employment. Sun Life will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including applicable fair chance ordinances. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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