Managing Director, Customer Experience (CX)
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
- Create & document proprietary frameworks & IP
- Develop senior leaders, CX strategists & designers
- Document knowledge assets, methodologies, and delivery process 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 healthcare 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, to expand your own capabilities and help grow 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 are 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!
About
For FSi to be successful, we all must remain firmly committed to our company Vision, Mission, Purpose & Values. These are what guide the everyday actions and decisions of all of us in our company; they are what create our company culture and in turn guide our behaviors, strategies and actions.
Vision
Where we want to go.
To lead the transformation of the healthcare system into a HumanCare experience.
Mission/Purpose
Why we exist today.
To instill genuine empathy for the total human experience so that the most favorable health outcomes are achieved.
Value Proposition
Insights that shift thinking for advantage.
Roadmaps that guide your teams to success.
Values
How we will behave on the journey to achieving our vision.
Passion
We want people to be excited about their work and for it to be a positive aspect of our team’s lives.
Agility
Being nimble and responding quickly to changing needs and doing so with humor and grace.
Curiosity
Not being satisfied until we have found the true insight – ‘the deeper why’
Empathy
Genuinely putting ourselves into our stakeholder’s places, so we can address their needs in the most effective way.
Frankness
Timely addressing challenges in an objective, constructive way.
Winning Aspiration
- To energize clients by co-creating resilient business strategies that integrate financial success with helping people live better lives.
- To create exceptional end to end experiences for FSi project team and client team members.
- To cultivate an organizational culture that attracts, develops and retains remarkable talent. People who are energized through continuous learning and growth, who strive to create exceptional experiences for their colleagues and their clients.
- As a company, to remain adaptable and relevant in changing times.
- To achieve sustainable and profitable growth.
Beliefs
We solve some of the toughest marketing problems in intensely undifferentiated categories by recognizing that no one person has all the answers. We internally collaborate, squeezing new ideas out of research observations by working as a team on every project. We also work in close collaboration with Agency and Client teams. We know everyone has an important role to play, and the wider tacit knowledge of the group is an asset to be put into the juicer!
Guiding Principles
Exceptional People Experiences
Our people are our most important asset. We must ensure we provide an environment where everyone is genuinely fulfilled, both intellectually & emotionally, and where we embrace our work as a positive aspect of our lives.
Exceptional Client Experiences
Ensuring an exceptional client experience must be at the heart of everything we do. We want to make sure we always make them look good in front of their peers & superiors, that we add value, that we proactively make their lives easier and that we are a partner that enhances their performance.
