Director, Digital Contact Centre
About the role
Sonnet is part of Definity, which includes some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.
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 accessibility@definity.com .
Background checks
This role requires successful clearance of background checks (including criminal checks and leadership references).
#LI-Hybrid
About Definity
Definity Financial Corporation is the parent company to some of Canada’s most long-standing and innovative property and casualty insurance brands and companies, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. We focus on making insurance better for our customers, our employees, our broker partners, and our communities.
Our promise to employees is to provide a workplace that’s collaborative, ambitious, rewarding, and empowering. Our inclusive environment provides the space to innovate with colleagues and implement even better ways of doing things. We invest in our employees’ growth and development and help them thrive. With our flexible, hybrid work arrangements, total rewards packages, company share ownership program, and emphasis on work-life balance, it’s better here.
If you’re looking for a career where your perspective and expertise are valued, you’ll find it here at Definity.
La Société financière Definity est la société mère de compagnies d’assurance de dommages parmi les plus établies et innovatrices au Canada, soit Assurance Economical, Sonnet Assurance, Family Insurance Solutions et la Compagnie d’assurance Petline. Definity est dévouée à faire évoluer l’assurance pour sa clientèle, ses équipes, son réseau de courtage et ses communautés.
Nous promettons de fournir un environnement de travail collaboratif, ambitieux, valorisant et stimulant. Notre environnement inclusif vous permet d’innover avec vos collègues et de mettre en œuvre de meilleures façons de travailler. Nous investissons dans la croissance et le perfectionnement de nos gens et les aidons à s’épanouir. Grâce à nos options flexibles de travail hybride, notre programme de rémunération globale, notre régime d’actionnariat et l’accent sur l’équilibre travail-famille, vous évoluerez avec nous.
Si vous souhaitez une carrière où votre point de vue sera reconnu, ne cherchez pas plus loin que Definity.
Director, Digital Contact Centre
About the role
Sonnet is part of Definity, which includes some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.
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 accessibility@definity.com .
Background checks
This role requires successful clearance of background checks (including criminal checks and leadership references).
#LI-Hybrid
About Definity
Definity Financial Corporation is the parent company to some of Canada’s most long-standing and innovative property and casualty insurance brands and companies, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. We focus on making insurance better for our customers, our employees, our broker partners, and our communities.
Our promise to employees is to provide a workplace that’s collaborative, ambitious, rewarding, and empowering. Our inclusive environment provides the space to innovate with colleagues and implement even better ways of doing things. We invest in our employees’ growth and development and help them thrive. With our flexible, hybrid work arrangements, total rewards packages, company share ownership program, and emphasis on work-life balance, it’s better here.
If you’re looking for a career where your perspective and expertise are valued, you’ll find it here at Definity.
La Société financière Definity est la société mère de compagnies d’assurance de dommages parmi les plus établies et innovatrices au Canada, soit Assurance Economical, Sonnet Assurance, Family Insurance Solutions et la Compagnie d’assurance Petline. Definity est dévouée à faire évoluer l’assurance pour sa clientèle, ses équipes, son réseau de courtage et ses communautés.
Nous promettons de fournir un environnement de travail collaboratif, ambitieux, valorisant et stimulant. Notre environnement inclusif vous permet d’innover avec vos collègues et de mettre en œuvre de meilleures façons de travailler. Nous investissons dans la croissance et le perfectionnement de nos gens et les aidons à s’épanouir. Grâce à nos options flexibles de travail hybride, notre programme de rémunération globale, notre régime d’actionnariat et l’accent sur l’équilibre travail-famille, vous évoluerez avec nous.
Si vous souhaitez une carrière où votre point de vue sera reconnu, ne cherchez pas plus loin que Definity.