Senior Facilitator, Experience

• Design and facilitate structured, outcome-driven workshops that support discovery, group alignment, and decision‑making for federal, state, and local government clients, both in person and virtually.
• Create end-to-end workshop experiences, including clear objectives, agendas, interactive exercises, and synthesis outputs aligned to client goals.
• Facilitate sessions with mixed‑seniority stakeholders—from frontline practitioners to executive leadership—ensuring inclusive participation and productive dialogue.
• Apply human‑centered design and CX methodologies (journey mapping, personas, ideation, prioritization) to translate insight into action.
• Adapt facilitation techniques and exercises to diverse government contexts, cultures, and levels of change readiness.
• Demonstrate confident in‑person facilitation, including room management, group dynamics, timeboxing, and real‑time synthesis.
• Lead engaging virtual and hybrid workshops using tools such as Zoom, Teams, and collaborative whiteboards (Miro/Mural).
• Sustain momentum and energy in virtual settings through thoughtful session design, pacing, and interaction.
• Design custom exercises, worksheets, and breakout activities that support learning, alignment, and decision‑making.
• Translate complex Customer Experience, digital, content, data, and technology concepts into accessible, actionable exercises for non‑technical audiences.
• Deliver clear post‑workshop outputs, including synthesized insights, documentation, and actionable recommendations.
• Serve as a trusted facilitator and guide, balancing neutrality with strategic direction to help clients move from discussion to decisions.

Requirements

• 5+ years of consulting, digital strategy, user experience or customer experience preferably in a digital/social media company serving government or at a government agency.
• Proficient in core CX skills, ie. human‑centered design, journey mapping, persona development, content strategy, quantitative and qualitative research methodologies, etc. ideally supporting a government client.
• Be proficient in digital‑communications tools, and preferably the Granicus family of products, ranging from email marketing, online collaboration, website content management systems, online forms, and social networks to the next new thing.
• Solid written, verbal and presentation skills and workshop facilitation skills in a heavy client‑facing capacity.
• Experience digesting data and deriving insights that lead to actionable recommendations, then applying intuition and experience to complement data.
• Understand and use digital tools, technologies and trends, then leverage those for client success, including research and discovery efforts.
• Strategic thinker with the ability to exercise independence, autonomy, and sound judgment in making account recommendations and decisions.
• Skillfully enlist internal stakeholders to help navigate client relationships.
• Ability to be flexible in a changing work environment and to work well under pressure.
• Experience and/or enthusiasm for working with government.
• Passionate about public service, citizen engagement and all things digital.
• Thrive in a fast‑paced environment while demonstrating strong personal initiative and on‑time delivery of project tasks and deliverables.
• Maintain awareness and understanding of government news, as well as digital communications and industry developments that apply to the position and responsibilities.

Hard Skills

• Journey Mapping
• Persona Development
• Content Strategy
• Quantitative Research
• Qualitative Research

Soft Skills

• Written Communication
• Verbal Communication
• Presentation Skills
• Client Relationship Management
• Adaptability