Director, Enterprise Client Experience

HDR; Kansas City (MO); On-site; USD 181,000 - 326,000; Full time

Benefits offered by this job

Employee ownership

Comprehensive benefits

Tuition reimbursement

Employee networks

Job summary

HDR is seeking a Client Experience Director in an in-office US role to lead enterprise-wide client experience strategy, improve outcomes, and differentiate HDR in the marketplace. You will translate client feedback into strategic actions and drive a client-centric culture across business groups.

With 15+ years in the A/E/C industry and strong executive communication, you will oversee CX metrics, workshops, and continuous improvement, partnering with IT and marketing to optimize tools and

Qualifications

• 15+ years of progressive experience in A/E/C or related professional services
• Demonstrated experience leading large cross-functional strategic programs across complex organizations
• Excellent written, verbal, presentation and executive communication skills
• Ability to translate client, market and organizational insights into strategic and operational improvements
• Experience working in a globally matrixed firm with dispersed teams

Responsibilities

• Lead enterprise-wide client experience program with vision, governance and implementation aligned to the Strategic Plan
• Serve as enterprise advocate for the Voice of the Client and integrate client perspectives into decision-making
• Oversee client feedback initiatives, workshops, action planning, issue resolution and continuous improvement
• Advance a client-centric culture across HDR by embedding client-focused behaviors and accountability
• Advise leaders on client feedback, relationship strategies, issue resolution and growth actions
• Develop and monitor CX metrics (NPS, loyalty, retention, etc.) and provide actionable leadership recommendations
• Partner with corporate teams to develop tools, training, and resources that strengthen client experience capabilities across HDR
• Maintain standards and playbooks to ensure consistent execution of the CX strategy
• Collaborate with IT/marketing on CRM, dashboards and analytics to support CX program

Skills

Strategic leadership

Client relationship mgmt

Change management

Executive communication

Cross-functional leadership

Education

Bachelor's degree in business/marketing/communications/leadership or related field

Tools

CRM systems

Client feedback tool

Dashboards/Analytics

Job description

HDR is seeking a Client Experience Director in an in-office US role to lead enterprise-wide client experience strategy, improve outcomes, and differentiate HDR in the marketplace. You will translate client feedback into strategic actions and drive a client-centric culture across business groups.

With 15+ years in the A/E/C industry and strong executive communication, you will oversee CX metrics, workshops, and continuous improvement, partnering with IT and marketing to optimize tools and