The
Client Experience Director leads HDR's enterprise-wide client experience strategy, helping teams across the organization strengthen client relationships, improve outcomes, and create experiences that differentiate HDR in the marketplace.
Working closely with business groups, operations, marketing, project delivery, client service, and corporate leaders, this role translates client insights into meaningful action, fosters a client-centered culture, and drives continuous improvement across the enterprise. The position combines strategic leadership, relationship-building, change management, and performance measurement to advance client loyalty, retention, and long-term growth.
Primary ResponsibilitiesStrategy and Program Leadership
- Lead HDR's enterprise-wide client experience program, defining and advancing the vision, strategy, governance, and implementation approach aligned with established company direction and our Strategic Plan.
- Serve as the enterprise advocate for the Voice of the Client, ensuring client perspectives are understood, communicated, and incorporated into strategic and operational decision-making.
- Lead cross-functional initiatives that translate client feedback and insights into broader strategy, meaningful organizational action, including enterprise-wide deployment of our Client Feedback System, facilitation of workshops, action planning, issue resolution, and continuous improvement efforts.
Relationship Development and Client-Centric Culture
- Advance a client-centric culture across HDR by partnering with leaders and teams to embed client-focused behaviors, decision-making, accountability, and continuous improvement into everyday business practices.
- Partner with client service leaders, project managers, and business development professionals to assess and strengthen client relationships and improve client outcomes.
- Advise and coach business group, area/studio, market sector, project, and client service leaders on client feedback, relationship strategies, issue resolution, negotiation, and actions that strengthen client trust, loyalty, and long-term engagement.
- Recognize and capture CX stories. Communicate and celebrate CX Program successes and milestones.
Client Insights, Research and Performance Measurement
- Oversee HDR's Client Feedback System and related client research initiatives, leveraging feedback, analytics, and market insights to identify trends, uncover opportunities, and guide actions that improve client relationships and outcomes.
- Develop, monitor, and communicate on key metrics including Net Promoter Score (NPS), client loyalty, retention, repeat business, strategic account health, issue resolution, and emerging trends. Provide actionable recommendations to leadership.
Capability Building & Operational Excellence
- Partner with Corporate teams, business groups, and operations to develop tools, training, communications, and resources that strengthen client experience capabilities and expectations across the enterprise.
- Develop and maintain standards, playbooks, best practices, and accountability processes that support and reinforce consistent execution of HDR's client experience strategy, including client service leadership, and maximize program impact.
- Partner with IT and corporate marketing services to optimize technologies, systems, and communication strategies that support the client experience program (e.g., CRM systems, client feedback tool, dashboards, analytics, etc.)
This is an in-office position that can be based in any established HDR location in the US.
Required Qualifications- Minimum of 15+ years of progressive experience in the A/E/C industry
- Bachelor's degree in business, marketing, communications, organizational leadership, engineering, architecture, or related field is strongly preferred. Equivalent combination of relevant education and highly related experience will be considered in lieu of BS degree.
- Demonstrated experience leading large cross-functional strategic programs or initiatives across complex organizations.
- Excellent written, verbal, presentation, and executive communication skills
- Ability to translate client, market, and organizational insights into both strategic and operational improvements.
- Ability to effectively work within a globally matrixed firm with geographically dispersed teams and leverage knowledge and relationships across the organization
- Strong interpersonal, facilitation, and relationship-building skills, with the ability to influence leaders at all levels of both the HDR organization and our client organizations.
- Experience analyzing and interpreting qualitative and quantitative data to develop insights and recommendations for performance improvement
Preferred Qualifications- Experience in implementing change-management strategies
- Proven track record of managing relationships with A/E/C clients and working with clients and project teams in the A/E/C industry
- Knowledge of sales management strategies and market analysis and dynamics
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