Senior Customer Insights Analyst

Customer Experience is one of the clearest signals we have into how practitioners and patients experience Fullscript.

Fullscript is looking for a Senior Customer Insights Analyst who can turn complex customer data into business insight that shapes CX strategy, product decisions, and operational priorities. In this role, you’ll work across support data, product behavior, customer feedback, and voice-of-customer signals to identify what is working, what is breaking, and where Fullscript should focus next.

This is not a dashboard role. You’ll define what needs to be understood, translate ambiguous problems into structured analysis, and deliver clear recommendations to senior leaders.

Reporting to the VP, Customer Experience, you’ll partner closely with Product, Data, Engineering, Support, and Operations to turn customer insight into action.

• Synthesize complex data across support, product usage, customer behavior, VOC, and operational workflows.
• Identify systemic risks and opportunities across the practitioner and patient journey, not just isolated issues.
• Translate ambiguous business questions into structured analysis, clear findings, and recommended actions.
• Work directly with modern data warehouses.
• Use AI-assisted tools to accelerate insight discovery, anomaly detection, and qualitative signal extraction.
• Evolve VOC from a reporting function into a strategic capability that informs Product, CX, and Operations.
• Build executive-ready narratives that connect customer impact, root cause, opportunity size, and business trade-offs.

• 8+ years of experience in analytics, customer insights, product analytics, business intelligence, or data strategy.
• Strong SQL skills and hands-on experience with modern cloud data warehouse tools such as Snowflake, BigQuery, Redshift, or similar tools.
• Proven ability to use data to influence business decisions, not just produce reports.
• Strong analytical judgment, including the ability to interpret messy or incomplete data in context.
• Experience connecting qualitative and quantitative signals to uncover root causes and business impact.
• Excellent executive communication and stakeholder management skills.
• High autonomy, strong ownership, and the ability to define what should be analyzed, not just how.

• Experience in healthcare technology, digital health, SaaS, marketplaces, e-commerce, or regulated environments.
• Experience building or evolving a voice-of-customer program.
• Experience analyzing unstructured feedback, support tickets, call transcripts, surveys, or product comments.
• Experience using AI-assisted analysis for text synthesis, clustering, anomaly detection, or workflow automation.
• Familiarity with experimentation, causal inference, cohort analysis, segmentation, or predictive modeling.
• Experience influencing product roadmaps, CX strategy, or operational planning through insights.

• Salary range: $90,000 to $115,000 CAD
• Remote-first flexibility to work where you work best, with Ottawa, Toronto, or Calgary preferred for this role.
• Flexible PTO and competitive pay, because work-life balance matters
• RRSP/401k match and stock options to invest in your future
• Premium benefits package with customizable coverage, paramedical services, and an HSA.
• Fullscript discounts to save on high-quality wellness products
• Continuous learning opportunities to grow your skills and career