ABOUT THE ROLE:We are seeking a
Vice President, Customer Experience to define and lead the next generation of how customers experience our company across every touchpoint.
This role is responsible for
designing and scaling a modern, AI-first customer experience that blends human expertise with intelligent automation to deliver exceptional outcomes for both practitioners and patients.
You will own the
end-to-end customer support journey and build the systems, teams, and capabilities required to deliver a consistently high-quality, low-effort physical and support experience at scale.
This is a highly strategic and operational leadership role, reporting to the Chief Customer Officer, with significant influence across Product, Operations, and Technology.
What You'll Own: 1. End-to-End Customer Experience Strategy- Define and evolve the holistic customer experience vision across all touchpoints
- Translate company strategy into a clear, differentiated CX approach
- Design experiences that reduce friction, increase trust, and drive long-term retention
2. Customer Service Experience (AI + Human)- Lead the design of an AI-first, human-enabled support model
- Own all customer support channels (voice, chat, email, async)
- Drive improvements in customer effort (CES), resolution quality, and speed
- Build a scalable service model that balances efficiency with high-touch care
3. Voice of Customer (VoC) & Insights- Own NPS, CSAT, and customer effort measurement systems
- Establish a closed-loop feedback system that drives action across the organization
- Leverage AI and analytics to identify root causes and systemic issues
- Ensure customer insights directly inform product, operations, and strategy
4. Organizational Design & Leadership- Build and lead a high-performing team across:
- Customer Experience & Journey Design
- Customer Service / Support
- VoC & Customer Insights
- Develop leaders who can operate at scale in a fast-growing environment
- Foster a culture of customer-centricity, accountability, and continuous improvement
5. Cross-Functional Influence- Partner closely with Product, Engineering, and Operations to eliminate customer pain points at the source
- Influence roadmap prioritization using customer data and insights
- Ensure alignment between digital experience and human support
6. Metrics & Performance- Own and improve key experience metrics:
- NPS, CSAT, Customer Effort Score (CES)
- First contact resolution, time to resolution
- Cost to serve and support scalability
- Establish a data-driven operating cadence to track and improve performance
What You'll Bring:Experience- 10+ years in customer experience, support, or service leadership in high-growth or scaled environments
- Proven experience leading end-to-end CX transformation, not just support operations
- Experience implementing or scaling AI-driven customer support and automation
- Background in health tech, SaaS, marketplace, or multi-sided platforms preferred
Capabilities- Strategic thinker who can translate vision into execution at scale
- Strong operator with experience building systems, teams, and processes
- Deep understanding of customer behavior, journey design, and service models
- Data-driven mindset with experience using metrics to drive decisions
- Ability to influence across senior leadership and drive cross-functional change
Leadership Profile- Builder mentality who thrives in ambiguity and transformation
- High ownership and accountability
- Strong communicator, able to align diverse stakeholders
- Passion for improving customer outcomes in healthcare
Why You'll Love Fullscript:- Competitive compensation package
- RRSP matching (CAD) // 401K matching (US)
- Flexible PTO
- Flexible benefits package and additional perks
- Employee discount on Fullscript catalog of products for family & friends
- Continuous learning - training budget + company-wide initiatives.
- Work Where You Work Well - hybrid and remote flexibility.
