VP Customer Experience

Fullscript

About The Position

Fullscript is seeking a Vice President, Customer Experience to define and lead how customers experience the company across every touchpoint. The role will design and scale an AI-first customer experience that combines human expertise with intelligent automation to serve practitioners and patients. It owns the end-to-end customer support journey and the systems, teams, and capabilities needed to deliver a consistently high-quality, low-effort experience at scale. This strategic and operational leadership position reports to the Chief Customer Officer and has significant influence across Product, Operations, and Technology. The VP will set the customer experience vision and translate company strategy into a differentiated approach that reduces friction, builds trust, and supports long-term retention. The position leads customer support across voice, chat, email, and asynchronous channels; owns customer feedback and measurement systems; and uses AI, analytics, and customer insights to identify and address root causes. It also builds and leads teams spanning customer experience and journey design, customer service and support, and voice of customer and customer insights. The role partners with Product, Engineering, and Operations to resolve customer pain points, inform roadmap priorities, and align digital experiences with human support. It establishes a data-driven operating cadence and owns performance across customer satisfaction and service quality, including NPS, CSAT, customer effort, resolution measures, and cost to serve.

Requirements

10+ years of experience in customer experience, support, or service leadership in high-growth or scaled environments.
Proven experience leading end-to-end customer experience transformation, beyond support operations alone.
Experience implementing or scaling AI-driven customer support and automation.
Strategic thinking and the ability to translate vision into execution at scale.
Strong operational experience building systems, teams, and processes.
Deep understanding of customer behavior, journey design, and service models.
Data-driven approach and experience using metrics to make decisions.
Ability to influence senior leadership and drive cross-functional change.
Builder mentality and ability to thrive in ambiguity and transformation.
High ownership and accountability.
Strong communication skills and ability to align diverse stakeholders.
Passion for improving customer outcomes in healthcare.

Nice To Haves

Background in health tech, SaaS, marketplaces, or multi-sided platforms.

Responsibilities

Define and evolve the holistic customer experience vision across all customer touchpoints.
Translate company strategy into a clear, differentiated customer experience approach.
Design experiences that reduce friction, increase trust, and drive long-term retention.
Lead the design of an AI-first, human-enabled customer support model.
Own customer support channels, including voice, chat, email, and asynchronous support.
Improve customer effort, resolution quality, and speed while balancing efficiency with high-touch care.
Own NPS, CSAT, and customer effort measurement systems.
Establish a closed-loop customer feedback system that drives organizational action.
Use AI and analytics to identify root causes and systemic issues.
Ensure customer insights inform product, operations, and company strategy.
Build and lead teams across customer experience and journey design, customer service and support, and voice of customer and customer insights.
Develop leaders who can operate at scale in a fast-growing environment and foster customer-centricity, accountability, and continuous improvement.
Partner with Product, Engineering, and Operations to eliminate customer pain points at their source.
Influence roadmap prioritization using customer data and insights and align digital experience with human support.
Own and improve experience metrics, including NPS, CSAT, Customer Effort Score, first contact resolution, time to resolution, cost to serve, and support scalability.
Establish a data-driven operating cadence to track and improve performance.