Ascension is seeking a highly experienced Senior Facilitator / CIP Project Delivery Advisor to support a strategic organizational improvement initiative with a major public utility organization. The ideal candidate is an experienced facilitator, change management practitioner, and continuous improvement professional who can guide cross-functional teams through complex discussions focused on customer experience, employee engagement, process improvement, and organizational effectiveness.

The successful candidate will serve as a neutral facilitator responsible for creating an environment where employees, leadership, and stakeholders can openly discuss operational challenges, identify improvement opportunities, and collaboratively develop practical solutions.

This individual should bring demonstrated experience facilitating workshops, employee engagement sessions, organizational improvement initiatives, and change adoption activities. The candidate must be comfortable working with diverse stakeholder groups, navigating sensitive conversations, building consensus, and converting discussions into actionable recommendations.

The ideal consultant is a thoughtful listener, structured problem solver, and trusted advisor who can balance empathy with accountability while helping organizations move from current-state challenges toward sustainable future-state improvements.

Summary of Contractor Role

The Senior Facilitator / CIP Project Delivery Advisor will lead planning, facilitation, documentation, and implementation support activities associated with Ascension’s Operation True North engagement.

The consultant will support the customer by:

• Designing and facilitating interactive workshops focused on customer experience, employee engagement, process improvement, communication, and service delivery.
• Conducting stakeholder discussions and interviews to understand current-state challenges, pain points, and improvement opportunities.
• Applying continuous improvement, business process improvement (BPI), and change management techniques to guide collaborative solution development.
• Facilitating discussions between employees and leadership while maintaining neutrality, psychological safety, and productive engagement.
• Supporting development of future-state recommendations, governance approaches, implementation roadmaps, and adoption strategies.
• Documenting workshop outcomes, agreements, commitments, action items, and measures of success.

This role directly supports WSSC’s objective to improve customer experience, employee engagement, process consistency, collaboration, and adoption of organizational improvements through facilitated dialogue and change management approaches.

Key Responsibilities / Expected Activities

Pre-Session Planning and Design

• Lead stakeholder alignment discussions to understand workshop objectives, participant expectations, organizational challenges, and desired outcomes.
• Conduct stakeholder interviews and discovery sessions to identify themes, concerns, operational barriers, and improvement opportunities.
• Collaborate with customer leadership and planning teams to finalize workshop agendas, session flow, facilitation methods, and participant activities.
• Develop facilitation plans, discussion guides, workshop materials, exercises, and supporting presentation content.
• Design interactive activities that encourage employee participation, collaboration, and solution development.
• Incorporate change management principles to support awareness, engagement, commitment, and adoption.

Workshop Facilitation and Employee Engagement

• Facilitate multi-day organizational workshops focused on customer experience, employee experience, service delivery, and continuous improvement.
• Create an inclusive environment that encourages open dialogue, respectful participation, and constructive feedback.
• Guide discussions involving customer concerns, employee challenges, process inefficiencies, communication barriers, and policy clarity.
• Apply facilitation techniques including:
  • Collaborative design sessions
  • Breakout discussions
  • Structured brainstorming
  • Root cause analysis
  • Process mapping
  • Consensus-building activities
  • Action planning sessions
• Maintain neutrality when facilitating differing perspectives among employees, management, and leadership.
• Manage workshop pacing, participant engagement, and achievement of intended outcomes.
• Deliver soft-skills and customer service-focused learning content related to:
  • Effective communication
  • Active listening
  • Customer engagement
  • Conflict resolution
  • Service-oriented behaviors

Continuous Improvement and Change Management Support

• Analyze workshop discussions to identify process gaps, operational challenges, and improvement opportunities.
• Facilitate current-state and future-state process discussions.
• Support development of continuous improvement recommendations and implementation priorities.
• Identify:
  • Process bottlenecks
  • Policy challenges
  • Communication gaps
  • Training needs
  • Governance considerations
  • Adoption risks
• Apply change management concepts to support organizational readiness and sustained adoption.
• Assist leadership with implementation planning, ownership assignment, milestones, and success measures.

Documentation and Follow-Up

• Capture workshop discussions, decisions, themes, and commitments.
• Prepare:
  • Meeting summaries
  • Executive readouts
  • Action item trackers
  • Responsibility assignments
  • Implementation recommendations
  • Measures of success
• Develop final engagement reports summarizing:
  • Key findings
  • Improvement opportunities
  • Recommended actions
  • Change management considerations
• Conduct follow-up discussions with leadership to review outcomes and implementation considerations.