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Fullscript

Posted 19 days ago

VP Customer ExperienceFullscript · Ottawa

VP Customer Experience

OttawaRemoteFull-time

AI Summary

Leads end-to-end customer experience strategy and an AI-first, human-enabled support model, owning voice of customer insights and CX metrics like NPS, CSAT and customer effort. Builds and leads CX, support and insights teams while influencing Product and Operations.

About this role

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 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.

    • Skills

    AI-driven Support AutomationClosed-loop FeedbackCost To ServeCSATCustomer AnalyticsCustomer Effort ScoreFirst Contact ResolutionHealth TechnologyJourney DesignNPSOmnichannel SupportSaaSVoice Of Customer

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