Customer Experience (CX) Facilitator

CX Facilitator

ESG delivers Customer Success as a Service® (CSaaS), enabling technology companies to build, operationalize, and transform their CS organizations. We help our client companies improve Customer Success metrics and accomplish their ultimate goal of reduced churn and increased retention. Our services combine consultation, process development, people, and automation to increase the capabilities of Customer Success organizations

. We are seeking a skilled and engaging Customer Experience (CX) Facilitator to lead strategic journey mapping and process improvement engagements for our clients. This role is central to driving alignment across customer- facing teams and uncovering actionable insights that enhance the customer experience and business outcome

s. The ideal candidate is a natural facilitator, experienced in guiding cross-functional teams through collaborative workshops to define, evaluate, and improve customer journeys. This person will own the end-to-end delivery of these engagements, from planning and stakeholder preparation to post-session documentation and reporti

ng. What you’ll be d

oing: Workshop Planning & Facilit

ation Lead client teams through structured sessions designed to align on customer segments, personas, and experience p hases.Facilitate collaborative mapping of customer journeys, internal processes, and experience touchp oints.Guide teams in identifying operational pain points and customer experience

gaps.Ensure workshops result in clear priorities and next

steps. Client Engagement & Coordi

nation Collaborate with client stakeholders to identify appropriate workshop participants and key focus

areas.Conduct preparation sessions with client working teams to set expectations and align on

goals.Manage scheduling and coordination of all workshop activities and related delive

rables. Post-Workshop Deliv

erables Translate workshop outputs into high-quality client deliverables, which may

include:Visual journey maps and experienc e modelsPrioritized improvement oppor tunitiesHigh-level implementation

roadmapsSupporting documentation, such as roles, responsibilities, and

metricsPresent final outputs to stakeholders and provide guidance on ne

xt steps What will make you su

ccessful: Proven experience facilitating structured workshops with diverse stakehol der groupsFamiliarity with customer journey mapping, experience design, and proces s analysisStrong presentation and storytell ing skillsProficiency with digital collaboration tools (e.g., Miro, Lucidchart, Goog le Slides)Excellent interpersonal skills and executiv e presenceBackground in SaaS or B2B tech environments is a s trong plusWillingness

to travel Salary Range depending on experience: $90,00

0- $110,000 ESG offers an exciting remote work environment that is continually evolving, with competitive salaries, and a comprehensive benefits package. ESG is an Equal Opportunity Employer. ESG’s employment decisions are made without regard with race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally prote cted status.