Managing Director, Customer Experience

ABOUT THE POSITION

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.

Role

• Permanent, full-time
• Hybrid, Toronto, Ontario

Why 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 & DUTIES

Business Development

Drive sustained, profitable revenue growth for the CX vertical

• Play a leading role in meeting or exceeding CX revenue targets
• Expand revenue from new & existing clients
• Be focused on engagement quality e.g., scope depth, strategic value

Profitability & Margin Discipline

Build a business vertical that scales profitably

• Meet or exceed margin & profitability goals
• Focus on efficient, high-quality delivery to avoid rework
• Innovate ways of working efficiently

Operational Capability Building & Team Leadership

Build a scalable consulting organization that has operational engines across commercial, delivery, and employee development functions[RB3]

• Create & document proprietary frameworks & IP
• Develop senior leaders, CX strategists & designers
• Document knowledge assets, methodologies, and delivery processes that enable growth

EXPERIENCE & QUALIFICATIONS

• 8+ years' experience in pharma CX, strategy, experience design, or related specialties
• Proven track record of business development, growth, and client development leadership
• Experience building or scaling a consulting practice or business unit
• Deep understanding of customer experience frameworks and enterprise-level CX transformation
• Experience in pharma or healthcareis a must
• Exceptional communication and executive-level advisory skills
• Demonstrated ability to build teams, systems, and scalable operating models

COMPENSATION AND WORK-LIFE BALANCE

• FSi offers health insurance and an RRSP matching program for qualified employees.
• FSi supports a
  4-day work week
  , from Monday to Thursday, 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 PhDs 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)

APPLYING

FSi 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 new perspectives to the team - so if your experience is this close to what we're looking for, please consider applying.

If you are interested in this role and meet the criteria, we would love to hear from you