Senior Associate - Client Experience Enablement

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

Overview

Baker Tilly is a leading advisory, tax and assurance firm, providing clients with a genuine coast-to-coast and global advantage in major regions of the U.S. and in many of the world's leading financial centers - New York, London, San Francisco, Los Angeles, Chicago and Boston. Baker Tilly Advisory Group, LP and Baker Tilly US, LLP (Baker Tilly) provide professional services through an alternative practice structure in accordance with the AICPA Code of Professional Conduct and applicable laws, regulations and professional standards. Baker Tilly US, LLP is a licensed independent CPA firm that provides attest services to its clients. Baker Tilly Advisory Group, LP and its subsidiary entities provide tax and business advisory services to their clients. Baker Tilly Advisory Group, LP and its subsidiary entities are not licensed CPA firms.

Baker Tilly Advisory Group, LP and Baker Tilly US, LLP, trading as Baker Tilly, are independent members of Baker Tilly International, a worldwide network of independent accounting and business advisory firms in 141 territories, with 43,000 professionals and a combined worldwide revenue of $5.2 billion. Visit bakertilly.com or join the conversation on LinkedIn, Facebook and Instagram.

Please discuss the work location status with your Baker Tilly talent acquisition professional to understand the requirements for an opportunity you are exploring.

Baker Tilly is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, gender identity, sexual orientation, or any other legally protected basis, in accordance with applicable federal, state or local law.

Any unsolicited resumes submitted through our website or to Baker Tilly Advisory Group, LP, employee e-mail accounts are considered property of Baker Tilly Advisory Group, LP, and are not subject to payment of agency fees. In order to be an authorized recruitment agency ("search firm") for Baker Tilly Advisory Group, LP, there must be a formal written agreement in place and the agency must be invited, by Baker Tilly's Talent Attraction team, to submit candidates for review via our applicant tracking system.

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 arrange