SF Partners
Workshop Facilitator - B2C CX and Agentic AI
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Workshop Facilitator – B2C CX & Agentic AI
£400–£600 per day
Remote
International Travel
Contract
I’m looking for a strong workshop facilitator with a B2C design/CX background for a really interesting piece of work focused on how businesses can use agentic AI to rethink the customer journey.
This isn’t a role for someone who simply knows how to run a good workshop.
The client is looking for someone who understands customers, digital journeys and design, but who is also genuinely interested in what AI is going to do to those experiences.
What’s the role?
You’ll be working with large enterprise clients, helping them think through where conversational AI and agentic experiences could make a real difference to their customers.
That means getting the right people in a room, asking the right questions and getting beyond the usual “AI could transform our customer experience” conversation.
You’ll help clients explore things like:
- Where are the biggest opportunities across the customer lifecycle?
- Which journeys could genuinely benefit from an AI agent?
- What should the agent be able to do — and what shouldn't it do?
- Where does a human still need to be involved?
- How do you make an AI interaction feel useful rather than frustrating?
- What does this actually mean from an implementation and commercial perspective?
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You’ll then work with the wider consulting and design team to turn those conversations into something tangible — customer journeys, conversation concepts, recommendations and clear next steps.
Who am I looking for?
The B2C background is important.
You might come from service design, CX, UX, digital product, conversational design or digital transformation. What matters is that you've spent your career thinking about how people interact with brands and digital products.
Ideally, AI is already part of that conversation in your current role.
You don't need to be an engineer or an AI specialist. But you should be comfortable talking about generative AI, conversational AI and the emerging world of agentic AI, and have a genuine view on how it could change customer experiences.
You'll also need:
- Strong experience facilitating client-facing workshops.
- Confidence working with senior stakeholders.
- Experience with enterprise/B2C organisations.
- A good understanding of customer journeys and lifecycle thinking.
- Experience across in-person, virtual and hybrid workshops.
- Excellent communication and storytelling skills.
- The ability to take a fairly ambiguous problem and help a group get to something concrete.
- Familiarity with tools such as Miro, Teams and Google Workspace.
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The person I'm really looking for
Someone who can walk into a room with a group of senior stakeholders, quickly understand what's going on, get people talking, challenge the obvious answers and bring everyone towards a sensible outcome.
You should be curious about AI rather than intimidated by it.
You should also be comfortable saying “I don't think AI is the answer here” when it isn't.
That balance of customer thinking, facilitation skills and genuine interest in AI is what will make someone successful in this role.
The package
£400–£600 per day
Fully remote, although there will be regular international travel to client sites, with all travel expenses covered.
If you come from a B2C CX/service design background and AI is already part of your day-to-day thinking, I'd be very interested in speaking with you.
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