Customer Relations Analyst

Customer Relations Analyst

NCARB is a nonprofit organization and global leader in architectural regulation. Located in Washington, D.C., our mission is to protect the public health, safety, and welfare by leading the regulation of the practice of architecture through the development and application of standards for licensure and credentialing of architects.

Our members are the architectural licensing boards of the 50 states, the District of Columbia, Guam, the Northern Mariana Islands, Puerto Rico, and the U.S. Virgin Islands. While each jurisdiction is responsible for regulating the practice of architecture within its borders, NCARB develops and administers national programs for licensure candidates and architects.

NCARB’s Customer Relations Directorate is looking for friendly, positive, energetic professional to help create alignment and clarity around business operations and solutions that support our talented team members in delivering outstanding service to students, licensure candidates, registered architects and Member Boards in all Council customer relations matters.

Our team, in collaboration with architectural licensing boards, administers national programs for licensure candidates and architects. We help guide them through the process of meeting the architectural license requirements to practice in their particular jurisdiction. Additionally, through the NCARB Certificate, we are able to ensure that they have the mobility to go wherever their career takes them.

This position reports to the vice president, customer relations and is a highly collaborative role working with a wide range of professionals. The Customer Relations team takes great pride in maintaining high standards of excellence in customer service.  If you are passionate about building relationships, understanding business needs, solving problems, being resourceful, finding answers and doing your part to create and maintain a positive team environment, then this is the job for you.



Duties will include:

  • You will work closely with the vice president and team leadership on the organizational roadmap and strategic direction, leading business analysis efforts for the team, fostering collaboration, creating clarity, understanding, and alignment around business needs, problems and solutions.
  • Collaborating across the Council, coordinating projects and planning efforts for team objectives.
  • Creating and maintaining content for standard operating procedures, the website and other related resources.
  • Continual learning as you develop and maintain a thorough understanding of NCARB’s programs, services, operations, software applications and information/data.
  • Serving as a role model and leader for operational principles and best practices with an emphasis on continuing to build and develop sustainable, efficient operations, and continuous improvement of our services.



At a minimum, you have:

  • A passion for customer service with successful track record of building relationships and contributing to successful team culture.
  • Bachelor's degree in Business Administration, Information Systems or related field; or, combination of substantial related experience, training, and education may substitute.
  • Five or more years of relevant experience in a customer service or similar work setting that includes a strong customer-centric mindset, analyzing business processes and operations, problem solving, and process improvement.
  • Exceptional written, oral and presentation skills.
  • Ability to interact with wide-range of professionals.
  • High level of flexibility, creativity, and innovation.
  • Ability for minimal travel including weekends on occasion.

Ideally you have:

  • Prior experience with regulatory agencies and/or state government.
  • Well-developed business analysis, facilitation and training skills.

It would be awesome if you also have:

  • Experience working with teams in an Agile environment using Scrum or Kanban.
  • Interest in professional licensure of architects.

If you feel qualified and this sounds exciting to you, please go ahead and apply. We would love to hear from you.


NCARB is an EEO employer committed to recruiting a diverse workforce. We offer a competitive salary and benefit package along with an excellent work environment with great people in a beautiful office space with lots of light. NCARB also offers flexible work hours, smart benefits program, convenient metro-accessible location (McPherson Square and Metro Center) and opportunity for professional growth and development.



Customer Relations Analyst