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- Tasks: Lead engaging workshops to enhance customer experience and digital messaging strategies.
- Company: Join a forward-thinking company focused on transforming customer engagement through innovative solutions.
- Benefits: Enjoy remote work flexibility, collaborative culture, and opportunities for professional growth.
- Other info: Ideal for those passionate about digital engagement and eager to work with enterprise-level clients.
- Why this job: Make a real impact by helping clients optimise their messaging journeys and improve customer satisfaction.
- Qualifications: Experience in workshop facilitation and a strong understanding of customer experience principles required.
The predicted salary is between 36000 - 60000 £ per year.
We’re looking for a dynamic Client Workshop Facilitator with a passion for customer experience, digital engagement, and strategic thinking to deliver impactful workshops with enterprise clients. Working at the intersection of CX strategy and messaging innovation, you will guide clients through structured sessions designed to map, design, and optimise WhatsApp for Business messaging journeys that drive measurable business outcomes.
You’ll play a central role in helping clients visualise what great looks like, connect the dots across the customer lifecycle, and walk away with clarity, alignment, and a practical action plan.
Main responsibilities
- Workshop design & facilitation
- Deliver structured, in-person or virtual workshops using a proven framework to help clients define and visualise messaging journeys.
- Tailor each session to the client’s industry, goals, and internal stakeholder mix.
- Customer experience mapping
- Guide clients through identifying key lifecycle stages, pain points, and conversion opportunities.
- Facilitate collaborative exercises to map messaging entry points, flows, and desired outcomes.
- Pre-workshop preparation
- Research the client’s current digital engagement strategies and use cases.
- Collaborate with internal teams to align on context, stakeholder expectations, and workshop objectives.
- Post-workshop follow-through
- Collaborate with designers and consultants to translate workshop outputs into journey visualisations, summary reports, and action plans.
- Ensure follow-up clarity and alignment for implementation partner selection and RFP development.
- Continuous improvement
- Identify opportunities to improve the workshop experience based on client feedback and evolving best practices.
- Share insights with the broader team to refine frameworks, tools, and facilitation methods.
Skills and experience
- Proven facilitation experience in client-facing workshops, ideally involving journey mapping, digital transformation, or customer engagement strategy.
- Strong understanding of CX principles and customer lifecycle frameworks.
- Confident leading diverse stakeholders through collaborative problem-solving and strategic alignment.
- Experience working with enterprise-level clients, especially in sectors like retail, financial services, travel, or ecommerce.
- Familiarity with messaging channels (e.g. WhatsApp, SMS, chatbots) and their role in digital customer engagement.
- Excellent communication, listening, and storytelling skills.
- Comfortable working in tools like Miro, MS Teams, and Monday.com (or similar project/collaboration platforms).
- Comfortable and able to thrive as part of a fully remote team
Desirable Attributes
- Background in service design, CX consulting, and/or digital marketing strategy.
- Experience with relevant workshop facilitation methodologies.
- A clear, calm, and confident presence, whether in a boardroom or on Zoom.
- Visual communication skills or the ability to sketch ideas live (digitally or on whiteboards).
- Ability to quickly grasp and explain technical concepts in a business-focused way.
- A strategic mindset with a knack for turning ambiguity into clarity and momentum.
Client Workshop Facilitator - Customer Experience employer: Brookwood Recruitment Ltd
Contact Detail:
Brookwood Recruitment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Workshop Facilitator - Customer Experience
✨Tip Number 1
Familiarise yourself with the latest trends in customer experience and digital engagement. Understanding the nuances of WhatsApp for Business and how it fits into the broader customer journey will give you an edge during discussions with potential employers.
✨Tip Number 2
Network with professionals in the CX and workshop facilitation space. Attend relevant webinars or industry events to connect with others who share your passion, as they may provide insights or even referrals for opportunities at StudySmarter.
✨Tip Number 3
Prepare to showcase your facilitation skills through mock workshops or role-playing scenarios. Being able to demonstrate your ability to lead diverse stakeholders and guide collaborative problem-solving will be crucial in impressing our hiring team.
✨Tip Number 4
Research our company culture and values at StudySmarter. Tailoring your approach to align with our mission and demonstrating how your background in service design or digital marketing strategy can contribute to our goals will make your application stand out.
We think you need these skills to ace Client Workshop Facilitator - Customer Experience
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in facilitation, customer experience, and digital engagement. Use specific examples that demonstrate your ability to lead workshops and engage with enterprise clients.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer experience and strategic thinking. Mention how your skills align with the responsibilities of the role, particularly in workshop design and facilitation.
Showcase Relevant Skills: Emphasise your familiarity with messaging channels like WhatsApp and your experience with tools such as Miro and MS Teams. Highlight any previous work with diverse stakeholders and your ability to drive collaborative problem-solving.
Prepare for Potential Questions: Anticipate questions related to your facilitation style, experience with client workshops, and how you handle feedback for continuous improvement. Be ready to share specific examples that illustrate your approach and success in similar roles.
How to prepare for a job interview at Brookwood Recruitment Ltd
✨Showcase Your Facilitation Skills
Be prepared to discuss your previous experience in facilitating workshops. Highlight specific examples where you successfully guided clients through complex discussions, especially in customer experience or digital engagement contexts.
✨Understand the Client's Industry
Research the industries of potential clients you might work with. Tailor your responses to demonstrate your understanding of their unique challenges and how your skills can help them optimise their messaging journeys.
✨Demonstrate Strategic Thinking
Prepare to share examples of how you've turned ambiguity into clarity in past roles. Discuss your approach to mapping customer journeys and how you align stakeholders towards common goals.
✨Familiarity with Digital Tools
Be ready to talk about your experience with tools like Miro, MS Teams, and Monday.com. Share how you've used these platforms to enhance collaboration and workshop outcomes, showcasing your comfort in a remote working environment.