Chief Client Experience Strategist

HDR; Bellevue (WA); On-site; USD 181,000 - 326,000; Full time

Benefits offered by this job

Medical, dental, vision

Employer 401(k) with match

Paid time away and holidays

Employee ownership

Tuition reimbursement

Job summary

HDR is seeking a Client Experience Director to lead the enterprise-wide client experience program, translating insights into strategy, governance, and performance improvements across HDR’s disciplines and locations.

You will partner with operations, marketing, project delivery, and client service to strengthen relationships, monitor metrics like NPS, and foster a client-centered culture that delivers value and growth.

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.
• 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.

Responsibilities

• Lead HDR’s enterprise-wide client experience program, defining and advancing the vision, strategy, governance, and implementation approach.
• Serve as the enterprise advocate for the Voice of the Client, ensuring client perspectives are understood and incorporated into decisions.
• Lead cross-functional initiatives translating client feedback into strategy and actions, including client feedback system deployment and workshops.
• Advance a client-centric culture across HDR by embedding client-focused behaviors and accountability into business practices.
• Partner with client service leaders, project managers, and business development professionals to assess and strengthen client relationships.
• Advise leaders on client feedback, relationship strategies, issue resolution, negotiation, and actions that strengthen client trust and long-term engagement.
• Oversee HDR’s Client Feedback System and related client research, leveraging analytics to identify trends and guide actions.
• Develop, monitor, and communicate key metrics like NPS, client loyalty, retention, and account health to leadership.
• Partner with Corporate teams to develop tools, training, and resources that strengthen client experience capabilities.

Skills

Executive communication

Relationship building

Change management

Strategic leadership

Cross-functional collaboration

Data-driven insights

Presentation skills

Education

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

Job description

HDR is seeking a Client Experience Director to lead the enterprise-wide client experience program, translating insights into strategy, governance, and performance improvements across HDR’s disciplines and locations.

You will partner with operations, marketing, project delivery, and client service to strengthen relationships, monitor metrics like NPS, and foster a client-centered culture that delivers value and growth.