Director of Client Experience & Loyalty

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

Job summary

HDR is seeking a Client Experience Director to lead enterprise‑wide client experience programs and translate insights into strategic actions. You will partner with business groups, operations, marketing, and leadership to drive a client‑centered culture and continuous improvement across the organization.

The role requires 15+ years in A/E/C, strong executive communication, and experience with metrics like NPS, loyalty, and retention.

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 is 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 both 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.

Responsibilities

• Lead HDR’s enterprise‑wide client experience program, defining and advancing the vision, strategy, governance, and implementation approach aligned with established company direction and our Strategic Plan.
• Serve as the enterprise advocate for the Voice of the Client, ensuring client perspectives are understood, communicated, and incorporated into strategic and operational decision‑making.
• Lead cross‑functional initiatives that translate client feedback and insights into broader strategy, meaningful organizational action, including enterprise‑wide deployment of our Client Feedback System, facilitation of workshops, action planning, issue resolution, and continuous improvement efforts.
• Advance a client‑centric culture across HDR by partnering with leaders and teams to embed client‑focused behaviors, decision‑making, accountability, and continuous improvement into everyday business practices.
• Partner with client service leaders, project managers, and business development professionals to assess and strengthen client relationships and improve client outcomes.
• Advise and coach business group, area/studio, market sector, project, and client service leaders on client feedback, relationship strategies, issue resolution, negotiation, and actions that strengthen client trust, loyalty, and long‑term engagement.
• Recognize and capture CX stories. Communicate and celebrate CX Program successes and milestones.
• Oversee HDR’s Client Feedback System and related client research initiatives, leveraging feedback, analytics, and market insights to identify trends, uncover opportunities, and guide actions that improve client relationships and outcomes.
• Develop, monitor, and communicate on key metrics including Net Promoter Score (NPS), client loyalty, retention, repeat business, strategic account health, issue resolution, and emerging trends. Provide actionable recommendations to leadership.
• Partner with Corporate teams, business groups, and operations to develop tools, training, communications, and resources that strengthen client experience capabilities and expectations across the enterprise.
• Develop and maintain standards, playbooks, best practices, and accountability processes that support and reinforce consistent execution of HDR’s client experience strategy, including client service leadership, and maximize program impact.
• Partner with IT and corporate marketing services to optimize technologies, systems, and communication strategies that support the client experience program (e.g., CRM systems, client feedback tool, dashboards, analytics, etc.).

Skills

Client experience leadership

Cross-functional leadership

Strategic program management

Stakeholder engagement

Change management

Data analytics

Executive communication

Education

BS degree in business/marketing/communications or related field

Tools

CRM systems

Dashboards

Job description

HDR is seeking a Client Experience Director to lead enterprise‑wide client experience programs and translate insights into strategic actions. You will partner with business groups, operations, marketing, and leadership to drive a client‑centered culture and continuous improvement across the organization.

The role requires 15+ years in A/E/C, strong executive communication, and experience with metrics like NPS, loyalty, and retention.