Client Experience Strategy Director

HDR; Folsom (CA); On-site; USD 181,000 - 326,000; Full time

Benefits offered by this job

Benefits package

Employee ownership

Job summary

HDR is seeking a Client Experience Director to lead enterprise-wide client experience strategy and governance, translating client insights into strategic actions across HDR’s business groups, operations, and marketing. This role partners with project delivery, client service, and leadership to strengthen relationships and outcomes while driving a client-centered culture.

The position is an in-office role across HDR locations in the US.

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 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 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
• Experience in implementing change-management strategies
• Proven track record of managing relationships with A/E/C clients and working with clients and project teams in the A/E/C industry
• Knowledge of sales management strategies and market analysis and dynamics

Responsibilities

• Lead HDR’s enterprise-wide client experience program, defining and advancing the vision, strategy, governance, and implementation approach aligned with our Strategic Plan.
• Serve as the enterprise advocate for the Voice of the Client and incorporate insights into strategic and operational decisions.
• Lead cross-functional initiatives translating client feedback into organizational actions and improvements.
• Advance a client-centric culture by partnering with leaders to embed client-focused behaviors and accountability.
• Oversee client feedback systems, metrics, and analytics to guide leadership decisions.
• Develop tools, training, and resources to strengthen client experience capabilities across HDR.
• Collaborate with IT and marketing services to optimize CRM, dashboards, and analytics.

Skills

Client experience leadership

Executive communication

Strategic program leadership

Relationship building

Change management

Sales knowledge

Data-driven insights

Matrix organization navigation

Education

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

Job description

HDR is seeking a Client Experience Director to lead enterprise-wide client experience strategy and governance, translating client insights into strategic actions across HDR’s business groups, operations, and marketing. This role partners with project delivery, client service, and leadership to strengthen relationships and outcomes while driving a client-centered culture.

The position is an in-office role across HDR locations in the US.