Director Service Request Experience

Permanent Full Time

The Director, Service Request Experience leads the strategy, governance and continuous improvement of Canada Life’s enterprise service request experience. This role is accountable for advancing the maturity of service request management and service catalogue management, making it easier for employees to understand where to go, what to request and how work will be fulfilled.

This is a transformation role focused on improving the end-to-end request experience, strengthening catalogue governance and increasing automation where it creates clear business value. The Director will define the target operating model, establish policies and standards, engage Service Request Owners and fulfilment teams, improve Service Desk integration and provide visibility across the service request value chain. The role also provides leadership for a pool of Business Analysts who support major Infrastructure and Operations programs, ensuring analysis capacity is aligne...