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