CX Enablement Specialist - Training & Tools

bakertilly; Chicago (IL); On-site; USD 89,000 - 135,000; Full time

Job summary

Baker Tilly seeks a Senior Associate, CX Enablement to support and enhance the Client Experience function. You will work under management, organize enablement initiatives, and help teams access the tools and materials needed for excellent customer interactions.

The role focuses on developing CX processes, training playbooks, and knowledge bases, while coordinating with CX leadership and tech teams. A background in enablement within a large organization is preferred.

Qualifications

• Bachelor's degree or equivalent experience required.
• 3+ years in customer experience or enablement, project management, or learning and development.

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.

Skills

Customer experience

Enablement

Project management

Learning & development

Analytical mindset

Education

Bachelor's degree in Business, Marketing, Communications, or related field

Tools

CRM systems

CX platforms

Microsoft Office

Job description

Baker Tilly seeks a Senior Associate, CX Enablement to support and enhance the Client Experience function. You will work under management, organize enablement initiatives, and help teams access the tools and materials needed for excellent customer interactions.

The role focuses on developing CX processes, training playbooks, and knowledge bases, while coordinating with CX leadership and tech teams. A background in enablement within a large organization is preferred.