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

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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 outcomes.

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 reporting.

What you’ll be doing:

Workshop Planning & Facilition

• Lead client teams through structured sessions designed to align on customer segments, personas, and experience phases.
• Facilitate collaborative mapping of customer journeys, internal processes, and experience touchpoints.
• Guide teams in identifying operational pain points and customer experience gaps.
• Ensure workshops result in clear priorities and next steps.

Client Engagement & Coordition

• 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 deliverables.

Post-Workshop Deliverables

• Translate workshop outputs into high-quality client deliverables, which may include:
• Visual journey maps and experience models
• Prioritized improvement opportunities
• High-level implementation roadmaps
• Supporting documentation, such as roles, responsibilities, and metrics
• Present final outputs to stakeholders and provide guidance on next steps

What will make you successful:

• Proven experience facilitating structured workshops with diverse stakeholder groups
• Familiarity with customer journey mapping, experience design, and process
• Strong presentation and storytelling skills
• Proficiency with digital collaboration tools (e.g., Miro, Lucidchart, Google Slides)
• Excellent interpersonal skills and executive presence
• Background in SaaS or B2B tech environments is a strong plus
• Willingness to travel

Salary Range depending on experience: $90,000- $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 protected status.