The Managing Director, Customer Experience (CX) will lead the creation, scale, and long-term success of a high-growth consulting vertical with the ambition to become the gold standard for CX leadership in pharma. This is a rare opportunity to build a differentiated, commercially strong practice that shapes how life sciences organizations engage patients, healthcare professionals, and partners.This role requires a visionary yet execution-driven leader with a proven ability to build and scale consulting businesses. The Managing Director will be accountable for defining the strategic ambition of the CX practice, delivering sustained revenue growth and profitability, and embedding operational excellence at scale. With deep expertise in pharma CX strategy, this leader will cultivate senior client relationships, expand market presence, and build, inspire, and develop a high-performing team that consistently delivers measurable impact and exceptional client experiences.RolePermanent, full-timeWhy Join FSi CX?Join us if you want your work to matter. We are designing a customer experience consultancy purpose-built for pharma. One that goes beyond insight to shape real decisions, real behaviors, and better outcomes for patients and healthcare professionals. Here, you’ll work alongside curious, ambitious people who challenge convention, value rigor and creativity in equal measure, and believe great experiences are a strategic advantage, not a nice-to-have.As a member of the Executive Team, you’ll be empowered to be a visionary leader, one who embodies the essence of bespoke, agile & deeply collaborative leadership, fostering a vibrant,



dynamic culture that is uniquely FSi.RESPONSIBILITIES & DUTIESBusiness DevelopmentDrive sustained, profitable revenue growth for the CX verticalPlay a leading role in meeting or exceeding CX revenue targetsExpand revenue from new & existing clientsBe focused on engagement quality e.G., scope depth, strategic valueProfitability & Margin DisciplineBuild a business vertical that scales profitablyMeet or exceed margin & profitability goalsFocus on efficient, high-quality deliveryInnovate ways of workingOperational Capability Building & Team LeadershipBuild a scalable consulting organization that has operational engines across commercial, delivery, and employee development functionsCreate & document proprietary frameworks & IPDocument knowledge assets, methodologies, and delivery processes that enable growthEXPERIENCE & QUALIFICATIONS10+ years experience in pharma CX strategy a mustExperience building or scaling a consulting practice or business unitProven track record of business developmentExperience leading enterprise-level CX transformationExceptional communication and executive-level advisory skillsDemonstrated ability to build teams, systems,



and scalable operating modelsCOMPENSATION AND WORK-LIFE BALANCEFSi offers a competitive compensation package commensurate with experienceFSi supports a 4-day work week to provide personal flexibility and support professional and personal development for team members.Joining our team offers the opportunity for professional growth and adventure. You will work with highly experienced professionals, holding Ph Ds in Behavioral Science, Medical Anthropology, and other fields. You will benefit from these experts' decades of experience in healthcare market research and consulting, which will help you expand your own capabilities and drive growth at FSi.We look for people who:Work in a way that upholds and promotes the FSI core values: Passion, Curiosity, Empathy, Agility, and Frankness.Contribute to and develop a culture of collaboration, nimbleness, care, and respect.Create an equitable and inclusive environment for members of the team and clients.Understand that Friday is flexible, not guaranteed time off (while we strive to maintain a 4-day work week, we ask that team members be flexible around client needs).Attend Quarterly Town Halls in-person (held on Fridays)APPLYINGFSi celebrates diversity in both its innovative solutions and its workforce. We strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities who are eligible to work in Canada and travel to the US. We understand that experience comes in many forms. We’re dedicated to adding recent perspectives to the team - so if your experience is#J-18808-Ljbffr

📌 Managing Director, Customer Experience (Cx) (Toronto)
🏢 FSi CX, a Division of Fresh Squeezed Ideas
📍 Toronto