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Senior Customer Insights Analyst
Rupa HealthOttawa, ONSenior$90,000 - $115,0008+ years
Apply About Fullscript
We’re an industry-leading health technology company on a mission to help people get better. We started in 2011 with one simple 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.
Join us and shape the future of care.
The Opportunity
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.
What you'll do
- 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.
What you bring to the table
- 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.
Bonus if you have
- 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.
What we can offer you
- 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
Fullscript shares salary ranges to support transparency and help candidates make informed decisions. The range shown reflects base salary only and does not include stock options, wellness stipends, or other benefits that are part of Fullscript’s total rewards package.
Final compensation depends on experience, skills, and location. We review pay regularly to stay aligned with market data and internal equity. Benefits and total rewards may vary by region.
Why Fullscript
Great work happens when people feel supported, trusted, and inspired. At Fullscript, we stay curious and keep finding smarter ways to make care better. We grow together, take on new challenges, and focus on impact. We put people first, work as a team, and leave egos at the door.
What to Know Before You Apply
We’re grateful for the interest in joining Fullscript. To make sure your application reaches our hiring team, please apply directly through our careers page.
A quick note: Due to the high volume of applications, we’re not able to respond to phone or email inquiries about application status. If there’s a match, our team will reach out directly.
Fullscript is an equal opportunity employer committed to creating an inclusive workplace. Accommodations are available upon request at accommodations@fullscript.com.
All offers are contingent on successful background checks conducted in compliance with federal, state, and provincial laws.
We use AI tools to support parts of the hiring process, including screening and reviewing responses. Final hiring decisions are always made by people and follow all applicable privacy and employment laws in Canada and the U.S.
Learn More
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