VP Customer Experience

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Establish and enhance the comprehensive customer experience vision across all interaction points.

• Convert company strategy into a distinct, clear approach to customer experience (CX).

• Create experiences that minimize friction, build trust, and promote long-term customer retention.

• Spearhead the development of an AI-driven, human-supported assistance model.

• Manage all customer support channels, including voice, chat, email, and asynchronous support.

• Enhance customer effort, resolution quality, and response speed.

• Develop a scalable service model that balances efficiency with personalized care.

• Oversee NPS, CSAT, and customer effort measurement frameworks.

• Create a closed-loop feedback system that prompts organizational action.

• Leverage AI and analytics to uncover root causes and systemic challenges.

• Ensure that customer insights guide product development, operations, and strategic planning.

• Build and lead teams across Customer Experience and Journey Design, Customer Service/Support, and Voice of Customer and Customer Insights.

• Cultivate leaders capable of operating at scale.

• Encourage a culture of customer-centricity, accountability, and ongoing improvement.

• Collaborate with Product, Engineering, and Operations to address customer pain points.

• Influence roadmap prioritization through customer data and insights.

• Align digital experiences with human support.

• Manage and enhance NPS, CSAT, Customer Effort Score, first contact resolution, time to resolution, cost to serve, and support scalability.

• Establish a data-driven operational rhythm to monitor and enhance performance.

• Report to the Chief Customer Officer and affect Product, Operations, and Technology decisions.

⛳️ Requirements

• Over 10 years of experience in customer experience, support, or service leadership roles in high-growth or scaled environments.

• Demonstrated expertise in leading comprehensive CX transformations, beyond just support operations.

• Experience in implementing or scaling AI-driven customer support and automation solutions.

• Preferred background in health tech, SaaS, marketplace, or multi-sided platforms.

• Strategic mindset with the ability to translate vision into large-scale execution.

• Proven experience in developing systems, teams, and processes.

• Profound understanding of customer behavior, journey design, and service models.

• Data-driven approach with experience in utilizing metrics to inform decisions.

• Capability to influence senior leadership and drive cross-functional changes.

• High level of ownership and accountability.

• Strong communication skills to align diverse stakeholder interests.

• Passion for enhancing customer outcomes in the healthcare sector.

🏝️ Benefits

• Competitive compensation package.

• RRSP matching (CAD).

• 401K matching (US).

• Flexible PTO.

• Flexible benefits package along with additional perks.

• Employee discount on the Fullscript catalog of products for family and friends.

• Opportunities for continuous learning — training budget plus company-wide initiatives.

• Hybrid and remote work flexibility.