Healthtech, E-commerce, Software, Biotechnology

VP Customer Experience

Ottawa, ONHybridFull TimeVice PresidentPosted 18 days ago

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Required skills

customer support journey
AI-first customer experience
intelligent automation
customer support channels
customer effort
resolution quality
high-touch care
customer insights
product roadmap prioritization
data-driven operating cadence

Nice to have

health tech
SaaS
marketplace
multi-sided platforms
strategic thinker
customer behavior

Role summary

Fullscript is a leading health technology company seeking a Vice President, Customer Experience to define and lead the company's customer experience strategy. This role will design and scale an AI-first, human-enabled customer support model across all touchpoints, focusing on reducing friction, increasing trust, and driving retention. Responsibilities include owning the end-to-end customer support journey, managing customer service channels, leveraging voice of customer insights, and building/leading a high-performing team. The ideal candidate has 10+ years of leadership experience in customer experience or support in high-growth environments, with proven success in CX transformation and scaling AI-driven support. Experience in health tech, SaaS, or marketplace platforms is preferred.

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.

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. What to Know Before You Apply We’re grateful for the interest in joining Fullscript. To make sure your application reaches our hiring team, please apply directly through our careers page.

A quick note: Due to the high volume of applications, we’re not able to respond to phone or email inquiries about application status. If there’s a match, our team will reach out directly. Fullscript is an equal opportunity employer committed to creating an inclusive workplace. Accommodations are available upon request at accommodations@fullscript.com. All 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 www.fullscript.com @fullscriptHQ on instagram Let’s make healthcare whole

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