Client Experience Strategy Leader

HDR; Missoula (MT); On-site; USD 181,000 - 326,000; Full time

Benefits offered by this job

Employee ownership

Comprehensive benefits package

Global opportunities

Job summary

HDR is seeking a Client Experience Director to lead HDR’s enterprise-wide client experience strategy, translating client insights into actionable improvements and fostering a client-centered culture across the organization. The role collaborates with business groups, marketing, project delivery, and corporate leaders to drive loyalty, retention, and long-term growth.

The position requires senior leadership, strategy, and program management with a focus on enterprise-wide deployment of client

Qualifications

• 15+ years of progressive experience in the A/E/C industry or related field.
• Bachelor’s degree in business, marketing, communications, organizational leadership, engineering, architecture, or related field is strongly preferred; equivalent experience considered.

Responsibilities

• Lead enterprise-wide client experience strategy and program, driving vision, governance, and implementation across HDR’s service lines.
• Embed client feedback into strategic and operational decisions, promoting a client-centered culture and continuous improvement.
• Monitor and report on metrics (e.g., Net Promoter Score, client loyalty, retention) and translate insights into actions.
• Develop tools, training, and resources with Corporate to strengthen client experience capabilities across HDR.
• Partner with leaders in client service, project delivery, and business development to strengthen relationships and outcomes.

Skills

Client experience leadership

Strategic program management

Executive communication

Cross-functional collaboration

Change management

Education

Bachelor's degree in business/marketing/related field

Tools

CRM systems

Dashboards

Job description

HDR is seeking a Client Experience Director to lead HDR’s enterprise-wide client experience strategy, translating client insights into actionable improvements and fostering a client-centered culture across the organization. The role collaborates with business groups, marketing, project delivery, and corporate leaders to drive loyalty, retention, and long-term growth.

The position requires senior leadership, strategy, and program management with a focus on enterprise-wide deployment of client