We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.
The Director, Sonnet Digital Contact Centre will be accountable for continuing the evolution of the Sonnet DCC aligned with our strategy of digital first and human support in moments that matter. The incumbent will ensure alignment initiatives and embedding a sales culture across Policy Acquisition, Loyalty, and Service Experience functions while fostering innovation and underwriting expertise. This role will drive ownership for achieving organizational targets, continuous improvement, and operational efficiency across all DCC teams and in partnership would our National Centre of Excellence (contact centre shared services) through effective leadership, clear communication and engagement with key stakeholders.
What can you expect from this role?
- Provide strong leadership and support to our Sales & Loyalty and Service Experience Managers to ensure cohesive execution of customer journey stages.
- Develop strategies to drive revenue growth while maintaining profitability and risk mitigation using data-driven insights.
- Ensure regulatory compliance and adherence to underwriting authority.
- Continue to embrace and lead the DCCs adoption of leading contact centre artificial intelligence (CCAI) capabilities to enhance scalability and customer experience.
- Set the vision for digital-first and engagement in moments that matter for our customer across all interaction platforms - chat, social, phone, and email.
Strategic Leadership & Digital Transformation:
- Define and execute contact centre strategic roadmap aligned with Sonnet’s strategy.
- Secure executive sponsorship and support for strategic investments and budget planning.
- Be a Product Owner for the DCC helping prioritize technology and automation implementations.
Centre Lifecycle Management:
- Design loyalty frameworks recognizing customer tenure and value.
- Drive growth through mature sales capabilities across channels.
- Elevate customer engagement through personalized digital touchpoints.
- Partner with CX and Digital Experience teams for segmented loyalty campaigns.
Operational Efficiency & Performance Optimization:
- Collaborate on cross-sell and loyalty campaigns for target segments.
- Monitor compliance with regulations and underwriting authority.
- Embed controls to address operational risks and mitigate fraud using AI tools.
- Create value propositions and efficiencies across operations.
- Manage DCC KPIs and analytics with actionable plans.
Collaboration & Stakeholder Engagement:
- Integrate customer feedback into process redesign.
- Partner with CX and Claims teams to improve CX scores.
- Present performance and initiatives to C-suite and represent DCC in forums and Agile transformations.
Talent Management & Engagement:
- Lead and develop management team with performance objectives and assessments.
- Drive employee engagement and recognition through pulse survey action plans.
- Champion change management and partner with HR on DEI and leadership pipelines.
Specialized Knowledge/Skills:
- Strong financial acumen and collaboration with executive leadership.
- Visionary leadership in digital enablement.
- Excellent stakeholder management and communication skills.
- Analytical decision-making and strategic thinking.
What do you bring to this role?
- University Degree or College Diploma with certifications (CIP, FCIP, CRM).
- 10 to 15 years in a direct-to-consumer property casualty insurance environment, 5+ years in senior leadership.
- Proven success in digital/contact centre transformations
- Experience in fast-paced, data-driven environments and cross-functional collaboration.
- Proven leadership in a fast paced contact centre environment.
Problem Solving:
- Build organizational capability for future goals.
- Communicate complex information clearly.
- Align efforts with organizational strategy.
- Focus on big-picture thinking.
Salary range is $101,000 - $186,000
Interested in this role, but don’t meet every requirement? We encourage you to apply! We know from experience that a candidate doesn’t need 100% of the qualifications listed to bring incredible value to our team. We’re actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren’t just “nice to have” — they’re essential to our success.
What’s in it for you?
- Hybrid work schedule for most roles
- Company share ownership program
- Pension and savings programs, with company-matched RRSP contributions
- Paid volunteer days and company matching on charitable donations
- Educational resources, tuition assistance, and paid time off to study for exams
- Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
- Wellness and recognition programs
- Discounts on products and services
Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market. In addition to base pay, eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.
Go ahead and expect a lot — you deserve it.
It’s better here — but don’t take our word for it. Definity was named by Great Place to Work ® as one of the Best Workplaces™ in Canada for women, for youth, and for inclusion.
Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting [email protected] .
Background checks
This role requires successful clearance of background checks (including criminal checks and leadership references).
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