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 organizationsWe 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 & Facilitation 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 & Coordination 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 modelsPrioritized improvement opportunitiesHigh-level implementation roadmapsSupporting documentation, such as roles, responsibilities, and metricsPresent final outputs to stakeholders and provide guidance on next stepsWhat will make you successful:Proven experience facilitating structured workshops with diverse stakeholder groupsFamiliarity with customer journey mapping, experience design, and process analysisStrong presentation and storytelling skillsProficiency with digital collaboration tools (e.g., Miro, Lucidchart, Google Slides)Excellent interpersonal skills and executive presenceBackground in SaaS or B2B tech environments is a strong plusWillingness to travelSalary Range depending on experience: $90,000- $110,000ESG 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.