VP Customer Experience

Fullscript

. Define and evolve the holistic customer experience vision across all touchpoints .

Posted 11/6/2026full-timeRemote • Canada, United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer experience transformation, leveraging AI-driven support models and data analytics to enhance customer outcomes. Proven ability to lead cross-functional teams and influence strategic initiatives in high-growth environments.

Highest-signal resume keywords

Customer Experience LeadershipAI-Driven Customer SupportCX TransformationData-Driven Decision MakingJourney Design

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Experience StrategyCX Metrics (NPS, CSAT, Customer Effort Score)AI ImplementationProcess ImprovementCustomer Journey Mapping

Soft Skills

Strategic ThinkingStrong CommunicationInfluencing SkillsAccountabilityTeam Leadership

Industry Keywords

Health TechSaaSMarketplaceMulti-Sided PlatformsCustomer Insights

About the role

Key responsibilities & impact

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
Lead the design of an AI-first, human-enabled support model
Own all customer support channels: voice, chat, email, and asynchronous support
Improve customer effort, resolution quality, and speed
Build a scalable service model balancing efficiency with high-touch care
Own NPS, CSAT, and customer effort measurement systems
Establish a closed-loop feedback system that drives organizational action
Use AI and analytics to identify root causes and systemic issues
Ensure customer insights inform product, operations, and strategy
Build and lead teams across Customer Experience and Journey Design, Customer Service/Support, and Voice of Customer and Customer Insights
Develop leaders who can operate at scale
Foster customer-centricity, accountability, and continuous improvement
Partner with Product, Engineering, and Operations to eliminate customer pain points
Influence roadmap prioritization using customer data and insights
Align digital experience 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
Report to the Chief Customer Officer and influence Product, Operations, and Technology

Requirements

What you’ll need

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
Strategic thinking and ability to translate vision into execution at scale
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
High ownership and accountability
Strong communication skills to align diverse stakeholders
Passion for improving customer outcomes in healthcare

Benefits

Comp & perks

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
Hybrid and remote flexibility