Customer Experience Workshop Lead

SF recruitment have partnered with a brilliant consultancy, who support Technology companies and their partners by creating enablement content and programmes.

Our client helps technology organisations and their partners sell, adopt and scale enterprise-ready solutions by creating clear, practical enablement content, experiences, and programmes.
Their work sits at the intersection of strategy, customer experience, and execution, ensuring sellers, partners, and clients are genuinely set up for success.

Day rate: £400-£450
Working pattern: typically 4 days per week remotely but with regular international travel to deliver workshops

Role summary

We're looking for a dynamic and experienced workshop facilitator to lead pre-sales, client-facing workshops focused on customer lifecycle and messaging journey design, primarily within the Whats App for Business ecosystem.
In this role, you will guide enterprise clients through structured, collaborative sessions that help them visualise what great looks like, align internal stakeholders, and leave with clarity, momentum, and a practical path forward. You will operate across in-person, hybrid, and fully remote formats, with client-facing delivery as the core of the role.
You'll work closely with consultants and designers to ensure workshop outputs translate into clear journey visualisations, strategic recommendations, and next-step actions that support partner selection, implementation, and scale.

Responsibilities will include:

Workshop design and facilitation

- Deliver structured, client-facing workshops (primarily in-person but sometimes hybrid or fully remote) using proven facilitation frameworks.
- Tailor workshops to client context, including industry, maturity, goals, and stakeholder mix.
- Create a calm, confident, and engaging environment that encourages participation and alignment.

Customer experience and journey mapping

- Guide clients through identifying lifecycle stages, pain points, opportunities, and success metrics.
- Facilitate collaborative mapping of messaging entry points, conversational flows, and desired outcomes across the customer journey.

Pre-workshop preparation

- Research client digital engagement strategies, use cases, and market context.
- Collaborate internally to align on objectives, stakeholders, and success criteria before delivery.

Post-workshop follow-through

- Work with consultants and designers to translate workshop outputs into journey maps, summaries, and action plans.
- Support clarity around next steps, including implementation approaches, partner selection, and RFP inputs.

Continuous improvement

- Capture client feedback and identify opportunities to improve workshop design, tools, and facilitation techniques.
- Share insights with the wider team to evolve frameworks, assets, and best practices.

The experience you must bring

- Proven facilitation experience delivering client-facing workshops, ideally in journey mapping, digital transformation, or customer engagement strategy.
- Demonstrated experience facilitating in-person, hybrid, and fully remote workshops.
- Strong understanding of customer experience principles and customer lifecycle frameworks.
- Confidence leading diverse, senior stakeholder groups through structured problem-solving and decision-making.
- Experience working with enterprise-level clients, particularly in sectors such as retail, financial services, travel, or ecommerce.
- Familiarity with messaging channels (e.g. Whats App, SMS, chatbots) and their role in digital customer engagement.
- Excellent communication, listening, and storytelling skills.
- Comfortable working with tools such as Miro, MS Teams, and Google Suite.
- Able to thrive as part of a fully remote team