Director of Client Experience & Strategy

HDR; Ann Arbor (MI); On-site; USD 181,000 - 326,000; Full time

Benefits offered by this job

Employee ownership benefits

Comprehensive benefits package

Job summary

HDR is seeking a Client Experience Director to lead our enterprise‑wide client experience strategy. You will shape governance, metrics, and implementation while partnering with marketing, operations, and field leaders to elevate client loyalty and outcomes.

Throughout the role, you will translate Voice of the Client insights into strategic actions, coach leaders, and drive performance measurement that differentiates HDR in the marketplace.

Qualifications

• Extensive experience leading large cross-functional strategic programs across complex organizations.
• Strong written, verbal, and executive communication skills.
• Ability to translate client insights into strategic and operational improvements.

Responsibilities

• Lead HDR's enterprise‑wide client experience program and align with the Strategic Plan.
• Advocate for Voice of the Client and ensure client perspectives inform decisions.
• Drive cross-functional initiatives, workshops, action planning, and continuous improvement.

Skills

Strategic leadership

Relationship building

Change management

Executive communication

Data interpretation

Education

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

Tools

CRM systems

Client feedback tool

Dashboards/Analytics

Job description

HDR is seeking a Client Experience Director to lead our enterprise‑wide client experience strategy. You will shape governance, metrics, and implementation while partnering with marketing, operations, and field leaders to elevate client loyalty and outcomes.

Throughout the role, you will translate Voice of the Client insights into strategic actions, coach leaders, and drive performance measurement that differentiates HDR in the marketplace.