Senior Associate – Client Enablement

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

• 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

Demonstrates expertise in Customer Experience (CX) enablement, project management, and training development, with a strong focus on enhancing customer engagement through data-driven insights and collaboration. Proficient in utilizing CX platforms and CRM systems to drive continuous improvement and support organizational goals.

• Customer Experience Enablement
• Project Management
• CX Training Development
• Data Analytics Tools
• CRM Systems

• Customer Experience
• Project Management
• CX Training Development
• Data Analytics
• CX Platforms
• CRM Systems
• Microsoft Office Suite

• Organizational Skills
• Written Communication
• Verbal Communication
• Problem-Solving
• Adaptability

• Customer Engagement
• Enablement Initiatives
• Cross-Functional Collaboration
• Continuous Improvement
• Stakeholder Reporting