Client Experience Strategy Director

HDR

Portland (ME)

On-site

USD 181,000 - 326,000

Full time

4 days ago

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Benefits offered by this job

Employee ownership

Comprehensive benefits

Tuition reimbursement

Job summary

HDR is seeking aClient Experience Director to lead HDR's enterprise-wide client experience program across service lines. You will translate client insights into strategic action, drive improvements, and foster a client-centric culture with leaders across marketing, project delivery, and operations.

This role emphasizes governance, performance measurement, and continuous improvement to strengthen loyalty and long-term growth.

Qualifications

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.
Experience leading large cross-functional strategic programs or initiatives.
Excellent written, verbal, presentation, and executive communication skills.
Ability to translate client, market and organizational insights into strategic and operational improvements.
Ability to work within a globally matrixed firm with dispersed teams and leverage relationships.
Strong interpersonal, facilitation and relationship-building skills.

Responsibilities

Lead enterprise-wide client experience program with governance and implementation aligned to strategy.
Advise and coach leaders on client feedback, relationships, issue resolution and actions.
Oversee client insights, metrics (NPS, loyalty, retention) and drive data-backed improvements.
Develop tools, training and resources to strengthen client experience capabilities.