Job Description:The Senior Associate, CX Enablement plays a pivotal role in supporting and enhancing the Client Experience (CX) function, ensuring that teams are equipped with the tools, resources, and processes needed to deliver exceptional customer interactions. This position sits below manager level and is ideal for candidates with strong organizational, analytical, and communication skills who are passionate about driving CX excellence and continuous improvement.
Responsibilities- Collaborate with CX leadership and cross-functional teams to identify enablement needs and implement solutions that enhance customer engagement and satisfaction.
- Support the development and rollout of CX training materials, playbooks, and best practices for customer-facing teams.
- Assist in the design and optimization of CX processes, leveraging data and feedback to drive improvements.
- Coordinate and track enablement initiatives, ensuring timely delivery and adoption across relevant departments.
- Maintain CX knowledge bases, FAQs, and resource libraries to ensure accessibility and up-to-date information.
- Help facilitate workshops, training sessions, and onboarding programs for new hires and existing staff.
- Monitor key CX metrics and provide regular reporting to stakeholders, highlighting areas of opportunity and success.
- Partner with technology and analytics teams to support the implementation of CX tools, platforms, and dashboards.
- Champion CX by using client insights and collaborating on initiatives to close experience gaps.
Qualifications- Bachelor's degree in Business, Marketing, Communications, or related field (or equivalent experience).
- 3+ years of experience in customer experience, enablement, project management, learning and development or related roles.
- Strong organizational skills with the ability to manage multiple projects and priorities.
- Excellent written and verbal communication skills.
- Proficiency with CX platforms, CRM systems, and Microsoft Office Suite; familiarity with data analytics tools is a plus.
- Ability to work collaboratively in a fast-paced, cross-functional environment.
- Passion for customer-centricity and continuous improvement.
- Experience in a CX enablement or training capacity within a large organization preferred.
- Analytical mindset with attention to detail.
- Proactive problem-solving skills and a drive for results.
- Adaptability to changing business needs and priorities.
The pay rate range for this job position is $88,920 to $134,860. Actual compensation is influenced by a variety of relevant factors including but not limited to applicant's skills, prior experience, qualifications, degrees, professional certifications, work arrangements and geographic location. Baker Tilly offers a comprehensive compensation and benefits package to eligible employees.
