Vp Customer Experience

About Fullscript
We’re an industry-leading health technology company on a mission to help people get better. We started in 2011 with one simple idea. Make it easier for practitioners to access the products they trust so they can deliver better care.That simple idea grew into a platform that powers every part of care. Today, more than 125,000 practitioners use Fullscript for clinical insights, lab interpretations, patient analytics, education, and access to high-quality supplements. Over 10 million patients rely on Fullscript to stay connected to their care plans and follow through on treatment.We build tools that make care smarter and more human. Tools that save time, simplify decisions, and help practitioners stay closely connected to the people they care for. When everything they need is in one place, they can focus on what matters most: helping people get better.This is your invitation.Bring your ideas, your grit, and your care for people.Join us and shape the future of care.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 packageRRSP matching (CAD) // 401K matching (US)Flexible PTOFlexible benefits package and additional perksEmployee discount on Fullscript catalog of products for family & friendsContinuous learning — training budget + company-wide initiatives.Work Where You Work Well — hybrid and remote flexibility.Why Fullscript
Great work happens when people feel supported, trusted, and inspired. At Fullscript, we stay curious and keep finding smarter ways to make care better. We grow together, take on new challenges, and focus on impact. We put people first, work as a team, and leave egos at the door.Fullscript is an equal opportunity employer committed to creating an inclusive workplace. Accommodations are available upon request at View email address on ca.hrm.tc offers are contingent on successful background checks conducted in compliance with federal, state, and provincial laws.We use AI tools to support parts of the hiring process, including screening and reviewing responses. Final hiring decisions are always made by people and follow all applicable privacy and employment laws in Canada and the U.S.Learn More
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