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About the role
- Advisor Journey Innovation Manager shaping discovery, business cases, and delivery recommendations. Improving Advisor experiences for Sun Life’s financial-security and health-focused clients.
Responsibilities
- Lead complex and ambiguous opportunities from problem framing through discovery, recommendation, business casing, prototyping, and transition into delivery
- Lead research and discovery activities to understand Advisor, business, operational, and stakeholder needs
- Analyze evidence and identify gaps requiring research, validation, or stakeholder input
- Collaborate on current-state and future-state journey maps, service blueprints, opportunity maps, capability views, and other discovery artifacts
- Design and facilitate workshops focused on problem framing, needs, assumptions, opportunities, risks, and next steps
- Synthesize qualitative and quantitative information into insights, themes, hypotheses, experience implications, and opportunity areas
- Frame solution-led requests into problem statements, desired outcomes, hypotheses, assumptions, decision questions, and discovery plans
- Lead options analysis and develop evidence-based recommendations explaining trade-offs, risks, dependencies, and unresolved questions
- Lead or coordinate business cases, including cost-benefit analysis, expected benefits, success measures, risks, dependencies, delivery-cost assumptions, and recommended actions
- Partner with Finance, Technology, business sponsors, and subject-matter experts to validate assumptions, costs, benefits, feasibility, and value realization
- Translate complex analysis into concise executive decision materials
- Translate validated findings and approved recommendations into capability definitions, high-level requirements, success measures, delivery guardrails, and transition materials
- Support transition from discovery into delivery and maintain business and journey continuity
- Provide direction, guidance, and mentorship to Business Systems Analysts
- Review and strengthen problem statements, discovery plans, process maps, options analyses, requirements, recommendations, and leadership materials
- Contribute to reusable discovery practices, templates, standards, knowledge sharing, and improvements to team ways of working
- Identify and align business, Advisor-facing, operational, technology, finance, risk, legal, compliance, change, and delivery stakeholders
- Build trusted relationships with senior leaders, Journey Owners, Product Owners, Business Systems Analysts, Technology Leads, Architects, CXO partners, and delivery teams
- Communicate issues, assumptions, risks, dependencies, ownership gaps, and escalation decisions
- Tailor communication and facilitate discussions that move stakeholders from ambiguity to shared understanding, recommendation, ownership, and action
- Present findings and recommendations in clear, concise, decision-oriented language
- Maintain awareness of relevant business and technology developments and identify collaboration, reuse, or integration opportunities
Requirements
- Significant experience in strategic discovery, business design, journey or service design, product management, business analysis, management consulting, innovation, digital transformation, business architecture, or a related discipline
- Demonstrated experience leading ambiguous, cross-functional business initiatives from problem definition through recommendation, business casing, and transition into delivery
- Strong knowledge of Advisor or business journeys, digital and operational capabilities, Agile delivery concepts, and the relationship between business outcomes, user needs, technology feasibility, operational readiness, compliance, risk, and value realization
- Experience conducting or directing user and stakeholder research, producing discovery artifacts, and translating findings into business recommendations
- Experience coaching or providing functional guidance to Business Systems Analysts or other analysis professionals
- Experience in financial services, insurance, wealth, distribution, Advisor channels, or another regulated environment is preferred
- Strong problem-framing and structured problem-solving skills
- Ability to lead options analysis and business-case development
- Ability to synthesize qualitative and quantitative information into clear insights, recommendations, and decision materials
- Ability to balance user desirability, business viability, technical feasibility, operational readiness, risk, and strategic alignment
- Strong facilitation skills
- Sound judgment and comfort making progress when information is incomplete and priorities are evolving
- Strong written, verbal, presentation, and executive storytelling skills
- Ability to influence senior business and technology stakeholders without formal authority
- Ability to constructively challenge assumptions, surface trade-offs, and advocate for business and Advisor outcomes
- Ability to establish clear guardrails, give practical direction, and enable others to move work forward
- Post-secondary education in business, design, research, technology, product management, strategy, or a related field, or equivalent practical experience
- Relevant certifications or education in product management, business analysis, design thinking, service design, business design, Lean UX, Agile, research, strategy, or finance are considered assets
- Curiosity, a growth mindset, and willingness to challenge the status quo
- Ability to work collaboratively in a non-hierarchical environment
- Ability to remain effective in a fast-paced environment with changing priorities, multiple stakeholders, and frequent context switching
- Bias toward evidence, practical recommendations, measurable value, and action
Benefits
- A friendly, collaborative and inclusive culture
- A collaborative and interactive team environment
- Being part of our journey in developing the next greatest digital experience
- Working together, sharing common values and encouraging growth & achievement
- Joining a reputable organization with over 150 years of history
- Certified Great Place to Work in Canada in 2026
- Hybrid work environment with flexibility to work from the office and virtually based on business, Client, and employee needs
- Eligible employees participate in various discretionary incentive plans
- Accommodation support during the application process
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