Flexing It is a freelance consulting marketplace that connects freelancers and independent consultants with organisations seeking independent talent.

This is a project based opportunity for Freelancers/Independent Consultants.

Our client, a leading global advisory, broking, and solutions company, is looking for seasoned Facilitators/Trainers to support a large-scale leadership capability-building initiative focused on strengthening customer-centric leadership across approximately 1,500 senior leaders at GM, AVP, and VP levels .

The program aims to enable leaders to drive better customer outcomes through empathy, ownership, customer-centric decision-making, cross-functional collaboration, customer escalation management, and customer trust recovery .

Key Responsibilities

- Facilitate full-day customer-centric leadership workshops for GM, AVP, VP, and senior leadership audiences.
- Facilitate interactive discussions, case studies, activities, and business simulations focused on customer experience and leadership effectiveness .
- Help senior leaders develop stronger customer empathy, ownership, and customer-centric decision-making capabilities.
- Facilitate discussions around customer escalations, service disruptions, cross-functional customer issues, and customer trust recovery .
- Use relevant real-world business examples and industry experiences to connect leadership concepts with practical customer situations.
- Enable leaders to identify opportunities to improve customer experience, service excellence, and cross-functional collaboration .
- Facilitate conversations around leadership behaviours, transformation, customer-centric culture, and business impact .
- Engage senior audiences through credible, practical, and highly interactive facilitation rather than purely theoretical training.




- Work collaboratively with the HR/Leadership Development facilitator to deliver a balanced business and people-focused workshop experience.
- Adapt facilitation approach based on the audience, business context, and specific customer/service challenges.
- Support consistent delivery of the leadership development program across multiple locations.

Please Note: The project requires travel and in-person workshop delivery in different parts of the country Mumbai (25+), Hyderabad, Delhi, Bengaluru, Chennai, Kolkata, Jaipur, Ahmedabad, Lucknow, etc.

Skills Required

- 25+ years of overall professional experience preferred.
- Strong experience in Telecom and/or IT/Technology services, particularly in customer-facing or service-led environments.

Experience in areas such as:
- Customer Experience
- Customer Success
- Service Operations
- Contact Centre Operations
- Network Operations
- Service Delivery
- Customer Service
- Business Operations
- Customer Transformation
- Strong business experience with the credibility to engage GM, AVP, VP, and executive leadership audiences .
- Proven experience facilitating workshops on Customer Experience, Service Excellence, Leadership Effectiveness, Transformation, or Customer-Centric Culture .
- Practical experience handling customer escalations, service disruptions, complex customer issues, and customer trust recovery .
- Strong understanding of customer-centric leadership and service excellence .
- Prior experience facilitating senior leadership/executive audiences is essential.
- Solid communication, presentation, stakeholder management, and facilitation skills.
- Ability to use real business situations and industry examples to make workshops practical and relevant.
- HR/Leadership Development experience is an added advantage.
- Experience across both Telecom and IT/Technology services will be highly preferred.

📌 Training Specialist (India)
🏢 Flexing It®
📍 India