DC-Based Customer Experience Strategist — Growth

Switchboard; Washington (District of Columbia); On-site; USD 140,000 - 150,000; Full time

Benefits offered by this job

Health, dental, and vision coverage (2

Dependent coverage 80%

Long-term disability

Life insurance

21 days PTO + federal holidays

Unlimited sick leave

16 weeks parental leave

401(K) match

Job summary

Switchboard seeks a Customer Experience Strategist to lead digital programs, manage customer relationships, and help shape product priorities. The role emphasizes collaboration with Product, Engineering, Data Science, and Design teams, with regular on-call shifts in the evenings and weekends.

The ideal candidate will own campaigns, drive process improvements, and help scale Switchboard’s CX initiatives across the US from our DC office.

Qualifications

• Experience managing digital programs and using a texting platform (Switchboard preferred).
• Customer-facing experience is required.
• Experience with campaigns or digital consulting (fundraising a plus).
• Familiarity with AI tools, automation, and data visualization, or personal project examples.

Responsibilities

• Run monthly check-ins with customers and share updates with the team.
• Configure accounts for email tools and share helpful docs for deliverability.
• Attend internal pods with engineering and provide customer context for features.
• Log feature requests and discuss priorities with the Product Manager.
• Improve CX processes and complete 10DLC registrations with vendors.
• Handle on-call questions, triage issues, and coordinate with engineers.

Skills

Digital programs

Customer-facing

Campaign experience

AI/Automation

Tools

Texting platform

Data visualization software

Automation platforms

Job description

Switchboard seeks a Customer Experience Strategist to lead digital programs, manage customer relationships, and help shape product priorities. The role emphasizes collaboration with Product, Engineering, Data Science, and Design teams, with regular on-call shifts in the evenings and weekends.

The ideal candidate will own campaigns, drive process improvements, and help scale Switchboard’s CX initiatives across the US from our DC office.