About Warren Duffy

Warren Duffy
Toronto | Canada

Director, Journey Design at Sun Life Financial

Warren Duffy Sun Life Financial, Director, Journey Design


At Sun Life Canada our team within the Client Experience Office (CXO) is partnering with teams to strategically design journeys that matter to Canadians’ financial security, health, and sustainability.

My role:

• People Leader - building the BEST and LARGEST service design and research team in Canada; creating an industry-leading design practice to systematically transform client experiences

• Design Leader - introducing new design and research methods to solve problems collaboratively with teams from across Sun Life Canada; working alongside global design leaders to build the overall experience design (XD) practice

• CX & Designer Practitioner - unifying client journeys and re-imagining future experiences; using design thinking, service design, and user insights to add value and drive client-centric outcomes

Prior to Sun Life, I have experience as both a leader and practitioner in the customer journey design process, including growing Capital One’s use of human-centered and strategic design methods in Canada. As a people leader, I grew the experience design talent pipeline through external partnerships and strong internal collaboration with product and technology teams. 


- Global Executive MSc. - Strategic Design for Global Leadership (Candidate) at Parsons School of Design - The New School (2023)

- Bachelor of Commerce graduate from the Smith School of Business at Queen’s University (2007)

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Touchpoint Article Influencing Service Design Success

Influencing Service Design Success

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