Client Experience Lead — Enterprise Strategy

HDR; Lexington (KY); On-site; USD 181,000 - 326,000; Full time

Benefits offered by this job

Employee ownership

Comprehensive benefits

Job summary

HDR is seeking a Client Experience Director to lead the enterprise‑wide client experience strategy. You will align programs with our strategic plan, advocate for the Voice of the Client, and drive continuous improvement across the organization.

You will partner with business groups, operations, marketing, andCorporate leaders to translate insights into action, build client trust, and grow long‑term loyalty across HDR’s client base.

Qualifications

• 15+ years of progressive experience in the A/E/C industry with leadership experience.
• Yes, a BS degree or equivalent is strongly preferred.
• Experience leading large cross-functional programs across complex organizations.
• Excellent written and executive communication skills.
• Ability to translate client, market and organizational insights into strategic and operational improvements.
• Ability to work effectively in a globally matrixed firm with dispersed teams.
• Strong interpersonal and relationship-building skills to influence at all levels.

Responsibilities

• Lead enterprise-wide client experience strategy and governance.
• Translate client insights into action and drive continuous improvement.
• Develop tools and programs to strengthen client relationships and outcomes.
• Coach leaders across groups on client feedback, relationship strategies, and issue resolution.

Skills

Cross-functional leadership

Executive communication

Strategic program leadership

Data analysis

Voice of the Client

Stakeholder management

Education

Bachelor's degree

Tools

CRM systems

Data dashboards

Job description

HDR is seeking a Client Experience Director to lead the enterprise‑wide client experience strategy. You will align programs with our strategic plan, advocate for the Voice of the Client, and drive continuous improvement across the organization.

You will partner with business groups, operations, marketing, andCorporate leaders to translate insights into action, build client trust, and grow long‑term loyalty across HDR’s client base.