About Fullscript

We’re an industry-leading health technology company on a mission to help people get better. We started in 2011 with one easy 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

De

📌 VP Customer Experience (Winnipeg)
🏢 Fullscript
📍 Winnipeg