AVP, Digital Customer Experience

About Canada Life’s Digital Hub 

Canada Life’s Digital Hub is a team driven by customer needs. We provide expertise and strategic thought leadership that’s fueling Canada Life’s customer experiences. 

Our team of experts in design, technology, product and agile work collaboratively with our business partners, creating digital tools that improve our customers’ lives. Come join an organization committed to delivering innovative, digital experiences. 

At the core of Canada Life’s efforts to create efficient and effective omni-channel experiences for its various stakeholders (customers, plan member, sponsors, advisors, etc.) is a significant focus on user experience strategy and design. As the digital platforms at Canada Life gain maturity and expand there is increasing opportunity to drive efficiency in the approach for effective design – focusing on working with existing technologies and leveraging centralized solutions. 

The AVP, Digital Customer Experience is responsible for the strategic direction, management, and growth of our digital UX and design teams.  The leader will work closely with cross-functional teams (research, design strategy, design, engineers, business leads, etc.) to ensure the user experience and design of our digital products align with the needs of our stakeholders and business goals.  In addition, this role will lead the thinking and execution of efforts to drive increased reliance on centralized design repositories, efficient design processes and work to minimize bespoke design to improve cost effectiveness (while meeting stakeholder/business needs).

The successful candidate will have a proven track record in digital design and possess a passion for continuous improvement, removing obstacles, and driving to action. They will inspire and mentor a team of UX professionals while collaborating with senior leaders from across the company. 

What you will do 

• Ensure delivery of effective support for high priority projects.
• Lead thinking to evolve design approach to drive increased efficiency, increased re-use / engagement with central repository, and to reduce cost of delivery. Engage effectively with executive team and tech peers to align on approach.
• Lead, manage and mentor a broad team of designers and UX specialists.
• Drive high level of team engagement and create an environment that provides clarity around development opportunities, career paths, and success factors.
• Ensure design processes are efficient, consistent across the organization, and focused on re-use. Develop and maintain design systems and design-related resources to facilitate re-use and consistency.
• Stay up to date on industry trends, tools, technologies and apply them to enhance our design processes and output.
• Lead design council to engage UX leaders and ensure buy-in/support for approaches.

What you will bring 

• 10+ years of relevant design experience with increasing levels of team leadership throughout.
• Demonstrated leadership and ability to deliver results with cross-functional teams in a fast-paced environment.
• Proven ability to engage and lead large teams.
• Beyond design fundamentals and processes the leader needs a strong understanding of (current and emerging) design tools, methodologies, and technology. 
• Strong understanding of how agile functions and implications for design teams.
• Ability to build trusting relationships, credibility, and strong communications skills to influence various stakeholders.
• A customer-obsessed mindset and curiosity.
• Desire to understand the underlying business which is a critical foundation for design activity. 
• Strong organizational skills and demonstrated ability to manage multiple priorities to successful completion.
• Travel required (10-15%).

Given the size and scope of our organization, we have the flexibility for this position to be located in the following head office locations: Toronto, London. 

Be your best at Canada Life- Apply today!

Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.

You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.

Together, as part of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing. 

Canada Life serves?the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations.

We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to?reach their potential.

Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted. 


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