Director, Enterprise Client Experience & Loyalty

HDR; Seattle (WA); On-site; USD 181,000 - 326,000; Full time

Job summary

HDR is seeking a seasoned Client Experience Director to lead enterprise‑wide client experience strategy, strengthening client relationships and outcomes. You will align cross‑group teams around a client‑centered approach, drive continuous improvement, and measure success with CX metrics including NPS. This role is based in HDR offices across the U.S.

and requires senior leadership presence. Responsibilities include guiding the CX program, translating insights into actions, and coaching leaders

Qualifications

• Lead enterprise client experience programs with governance and strategy.
• Translate client feedback into actionable decisions and improvements.
• Develop and monitor CX metrics like NPS and loyalty.
• Collaborate across HDR business groups to drive improvements.

Responsibilities

• Define and advance the enterprise client experience vision and strategy.
• Foster a client-centric culture across HDR and embed CX into routines.
• Oversee client feedback initiatives, analytics, and reporting.
• Coach leaders on client relationship strategies and issue resolution.

Skills

CX program leadership

Client relationship management

Change management

Stakeholder communication

Data-driven insights

Education

Bachelor's degree (business/marketing/communications)

Tools

CRM systems

Dashboards

Client feedback tool

Job description

HDR is seeking a seasoned Client Experience Director to lead enterprise‑wide client experience strategy, strengthening client relationships and outcomes. You will align cross‑group teams around a client‑centered approach, drive continuous improvement, and measure success with CX metrics including NPS. This role is based in HDR offices across the U.S.

and requires senior leadership presence. Responsibilities include guiding the CX program, translating insights into actions, and coaching leaders