Client Experience Leader - Strategy & Growth

HDR; Atlanta (GA); On-site; USD 181,000 - 326,000; Full time

Benefits offered by this job

Employee ownership

Medical/dental/vision benefits

Paid time off

Parental leave

Retirement plan with company match

Tuition reimbursement

Employee assistance program

Job summary

HDR is seeking an experienced Client Experience Director to lead HDR’s enterprise‑wide client experience program, translating client insights into strategic action and fostering a client‑centered culture across the organization.

You will partner with business groups, operations, marketing, project delivery, client service and leaders to drive governance, measure performance (NPS, loyalty), and continuously improve outcomes that differentiate HDR in the marketplace.

Qualifications

• 15+ years in the A/E/C industry with progressive leadership experience.
• BS degree or equivalent in business, marketing, communications, or related field.
• Experience leading large cross-functional strategic programs across complex organizations.
• Excellent written, verbal, and executive communication skills.
• Ability to translate client insights into strategic and operational improvements.
• Ability to work in a globally matrixed firm with dispersed teams.

Responsibilities

• Lead HDR’s enterprise-wide client experience program and strategy.
• Serve as enterprise advocate for the Voice of the Client and drive action.
• Coach leaders on client feedback, relationship strategies, and issue resolution.
• Oversee Client Feedback System, analytics, and performance metrics.

Skills

Cross-functional leadership

Executive communication

Strategic program leadership

Data interpretation

Relationship building

Change management

Stakeholder management

Client feedback & analytics

Education

Bachelor's degree in business/marketing/communications/engineering

Tools

CRM systems

Client feedback tool

Dashboards/analytics

Job description

HDR is seeking an experienced Client Experience Director to lead HDR’s enterprise‑wide client experience program, translating client insights into strategic action and fostering a client‑centered culture across the organization.

You will partner with business groups, operations, marketing, project delivery, client service and leaders to drive governance, measure performance (NPS, loyalty), and continuously improve outcomes that differentiate HDR in the marketplace.