Participant Experience Associate

The Center for Creative Leadership (CCL) is a top-ranked global provider of leadership development, training, and solutions servicing a global customer base. From team-builders and problem solvers to creative thinkers and transformational visionaries, our people are the drivers behind our business. At CCL, you’ll have an opportunity to contribute to our mission of building better leaders and a better world. You will feel challenged and inspired while collaborating with a global team of thought leaders, practitioners, researchers, and partners. We share a collective passion for contributing to our clients’ success, helping our teammates and colleagues grow and making a real difference in the lives of people around the globe.

What We Are Looking For

The Participant Experience Associate ensures a seamless onboarding, preparation, and engagement experience across CCL's leadership development programs. Working within a global Customer Success function, this role partners with participants, clients, and internal teams to deliver a consistent, high-quality experience across cultures, regions, and delivery formats.

While primarily supporting the Americas, this position operates within a global Participant Experience model and may collaborate across regions and time zones to support business needs and service continuity.

Key Responsibilities

Participant Onboarding and Readiness

• Guide participants through program onboarding, preparation, pre-work, and assessments, ensuring required activities are completed on time.
• Monitor participant readiness, identify barriers, and coordinate timely follow-up.
• Collaborate with Portfolio, Operations, Faculty, and other internal partners to provide a smooth onboarding experience.

Participant Communication and Support

• Provide clear, timely communication regarding program requirements, schedules, milestones, and resources.
• Follow up on missing requirements and help participants resolve issues affecting readiness or engagement.
• Adapt support for culturally diverse audiences and provide participant and technical assistance across virtual, hybrid, and in-person programs.
• Maintain confidentiality of participant, client, and assessment information.

Consultative Guidance and Retention

• Advise prospective participants and clients on program suitability and support appropriate enrollment.
• Proactively address concerns affecting enrollment, program fills, retention, or participant satisfaction.
• Coordinate with Sales, Customer Success, Portfolio, and Operations when additional support is needed.

Global and Cross-Functional Collaboration

• Collaborate across functions, regions, and time zones to support service continuity and a consistent participant experience, with primary responsibility for the Americas.
• Share participant feedback, risks, and recurring issues with appropriate stakeholders.
• Contribute to cross-training, process documentation, and consistent global service standards.
• Use participant insights and data to recommend process and communication improvements.

Qualifications

• Bachelor's degree in business, marketing, communications, or a related field preferred.
• Two or more years of relevant experience, preferably in professional services or a business-to-business environment.
• Experience supporting executive-level or culturally diverse clients, participants, or stakeholders; global or multi-regional experience preferred.
• Strong communication, problem-solving, organization, and follow-through skills.
• Ability to provide consultative guidance, manage multiple priorities, and collaborate across functions, cultures, regions, and time zones.
• High degree of integrity and discretion when handling confidential information.
• Proficiency with CRM systems, Microsoft Office applications, and digital collaboration tools; ability to analyze information and recommend solutions.

What You Bring

• A client-first, global mindset with awareness of regional and cultural differences.
• A proactive approach to anticipating needs, identifying risks, and solving problems.
• Strong ownership, accountability, and confidence communicating with diverse stakeholders.
• The ability to work independently while contributing to a collaborative team in an evolving environment.

Pay and Benefits

• The hiring range for this role is 24.00 Hr. to $26.00 Hr. Offer will be commensurate with relevant qualifications and professional experience
• 403(b) Savings Plan with employer contribution
• Medical insurance
• Vision insurance
• Health savings and flexible spending accounts
• Paid time off and paid holidays
• Employer-paid short-term and long-term disability
• Employer-paid life insurance
• Employee and family assistance program
• Various voluntary options for additional plans or coverage levels

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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