VP Customer Experience

Fullscript•Vancouver, BC

22d

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 a modern, AI-first customer experience that combines human expertise with intelligent automation to deliver exceptional outcomes for practitioners and patients. The VP will own the end-to-end customer support journey and build the systems, teams, and capabilities needed to provide 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. The leader will shape the customer experience strategy, oversee support and customer insights, build a high-performing organization, and use customer data and performance metrics to improve service quality, efficiency, and retention.

Requirements

10 or more 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.
Experience implementing or scaling AI-driven customer support and automation.
Ability to translate strategic vision into execution at scale.
Experience building systems, teams, and processes.
Deep understanding of customer behavior, journey design, and service models.
Data-driven approach and experience using metrics to drive decisions.
Ability to influence senior leadership and drive cross-functional change.
Builder mentality and comfort working through 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 technology, SaaS, marketplaces, or multi-sided platforms.

Responsibilities

Define and evolve the holistic customer experience vision across all 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.
Build a scalable service model that balances efficiency with high-touch care.
Own NPS, CSAT, and customer effort measurement systems.
Establish a closed-loop customer feedback system that drives action across the organization.
Use AI and analytics to identify root causes and systemic customer issues.
Ensure customer insights inform product, operations, and 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.
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.
Ensure alignment between digital experiences and human support.
Own and improve 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.