Vice President Customer Experience Strategy

Fullscript

Shape Fullscript’s customer experience strategy through AI-first support, journey design, and cross-functional leadership across every touchpoint. Lead a modern approach serving practitioners and patients.As Vice President, Customer Experience, you will report to the Chief Customer Officer and lead strategic and operational transformation. You will translate company strategy into differentiated experiences, build scalable systems and teams, and use customer insights to improve care journeys.Key Responsibilities:
Define the holistic customer experience vision across all touchpointsDesign AI-first, human-enabled support across voice, chat, and emailBuild teams across journey design, support, and customer insightsPartner with Product, Engineering, and Operations to eliminate pain pointsEstablish operating cadence for experience performance improvementRequirements:
10+ years in customer experience, support, or service leadershipExperience leading end-to-end customer experience transformationExperience scaling AI-driven support and automationStrategic thinker who translates vision into execution at scaleAbility to influence senior leadership and cross-functional changeLead Fullscript’s customer experience strategy with AI, journey design, operational discipline, and healthcare-focused customer leadership.
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