Client Experience Architect — Enterprise Strategy

HDR; Portland (OR); On-site; USD 181,000 - 326,000; Full time

Benefits offered by this job

Employee ownership

Comprehensive benefits

Tuition reimbursement

Paid time off

Parental leave

Job summary

HDR seeks a Client Experience Director to lead the enterprise-wide client experience strategy, strengthening client relationships and outcomes across HDR’s diverse service lines. You will translate client insights into meaningful action and drive continuous improvement across the organization.

The role partners with business groups, operations, marketing and leaders to foster a client-centric culture, develop governance, and measure impact using client feedback and performance metrics.

Qualifications

• 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.
• Excellent written, verbal, presentation, and executive communication skills.
• 15+ years of progressive experience in the A/E/C industry.
• Demonstrated experience leading large cross-functional strategic programs.
• Ability to translate client, market, and organizational insights into strategic and operational improvements.
• Ability to work within a globally matrixed firm with geographically dispersed teams.
• Strong interpersonal, facilitation, and relationship-building skills.
• Experience analyzing and interpreting qualitative and quantitative data for insights.

Responsibilities

• Lead HDR’s enterprise-wide client experience program, defining and advancing the vision, strategy, governance, and implementation approach aligned with the Strategic Plan.
• Advise and coach business group, area/studio, market sector, project, and client service leaders on client feedback, relationship strategies, issue resolution, negotiation, and actions.
• Oversee HDR’s Client Feedback System and related client research initiatives, leveraging feedback and analytics to guide actions.
• Develop tools, training, and resources to strengthen client experience capabilities and ensure consistent execution of the strategy.

Skills

Cross-functional leadership

Executive communication

Relationship building

Data analysis

Strategic thinking

Change management

Client relationship management

Market analysis

Education

Bachelor’s degree or equivalent

Job description

HDR seeks a Client Experience Director to lead the enterprise-wide client experience strategy, strengthening client relationships and outcomes across HDR’s diverse service lines. You will translate client insights into meaningful action and drive continuous improvement across the organization.

The role partners with business groups, operations, marketing and leaders to foster a client-centric culture, develop governance, and measure impact using client feedback and performance metrics.