Chief Client Experience Architect

HDR; Chicago (IL); On-site; USD 181,000 - 326,000; Full time

Job summary

HDR is seeking a Client Experience Director to lead enterprise‑wide client experience strategy, strengthening relationships and driving outcomes across disciplines. The role reports to leadership and partners with operations, marketing, project delivery, and client service to translate client insights into measurable actions that differentiate HDR in the market.

The position emphasizes strategic leadership, change management, and performance measurement to improve loyalty, retention, and

Qualifications

• 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.

Responsibilities

• Define and advance the client experience program aligned with strategy and plan.
• Serve as the enterprise advocate for the Voice of the Client and translate insights into action.
• Lead cross‑functional initiatives translating client feedback into broader strategy and improvements.
• Embed client‑centered behaviors and accountability into everyday business practices.
• Advise leaders on client feedback, relationships, issue resolution, and action plans.
• Oversee the Client Feedback System and monitor key metrics (e.g., NPS) for actionable insights.

Skills

Cross-functional leadership

Executive communication

Education

Bachelor’s degree (business/marketing/communications/organizational leadership/engineering/architecture)

Job description

HDR is seeking a Client Experience Director to lead enterprise‑wide client experience strategy, strengthening relationships and driving outcomes across disciplines. The role reports to leadership and partners with operations, marketing, project delivery, and client service to translate client insights into measurable actions that differentiate HDR in the market.

The position emphasizes strategic leadership, change management, and performance measurement to improve loyalty, retention, and