CX Enablement Specialist — Elevate Client Experience

Baker Tilly International; Chicago, Northern (IL, KY); Hybrid; USD 89,000 - 135,000; Full time

Job summary

Baker Tilly is seeking a Senior Associate, CX Enablement to support and enhance the Client Experience function. This role collaborates with CX leadership and cross-functional teams to identify enablement needs and deliver scalable solutions.

You will help develop training materials, playbooks, and CX processes; coordinate initiatives; maintain knowledge bases; facilitate workshops; and monitor CX metrics with regular reporting. Focus is on continuous improvement and client-centric outcomes.

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 and written/verbal communication skills.

Responsibilities

• Collaborate with CX leadership to identify enablement needs and implement solutions.
• Develop and roll out CX training materials, playbooks, and best practices for customer-facing teams.
• Assist in the design and optimization of CX processes using data and feedback.
• Coordinate and track enablement initiatives, ensuring timely delivery and adoption across departments.
• Maintain CX knowledge bases, FAQs, and resource libraries for accessibility.
• Help facilitate workshops, training sessions, and onboarding programs for staff.
• Monitor CX metrics and provide regular reporting to stakeholders.
• Partner with technology and analytics teams to support CX tools, platforms, and dashboards.
• Champion CX by using client insights to close experience gaps.

Skills

Organizational skills

Communication skills

CX platforms

CRM systems

Microsoft Office

Data analytics

Education

Bachelor's degree or equivalent experience

Tools

CRM systems

Microsoft Office

Data analytics tools

Job description

Baker Tilly is seeking a Senior Associate, CX Enablement to support and enhance the Client Experience function. This role collaborates with CX leadership and cross-functional teams to identify enablement needs and deliver scalable solutions.

You will help develop training materials, playbooks, and CX processes; coordinate initiatives; maintain knowledge bases; facilitate workshops; and monitor CX metrics with regular reporting. Focus is on continuous improvement and client-centric outcomes.