Enterprise Client Experience Director

HDR; Anchorage (AK); On-site; USD 181,000 - 326,000; Full time

Benefits offered by this job

Comprehensive benefits package

Job summary

HDR is seeking a Client Experience Director to lead enterprise-wide client experience strategy and governance. You will translate client insights into action, drive a client-centric culture, and oversee metrics like NPS and client loyalty across HDR’s service lines.

The role partners with business groups, operations, marketing, and leadership to elevate client outcomes, strengthen relationships, and guide continuous improvement. This is an in-office role across HDR locations in the US.

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 strategic and operational improvements.

Responsibilities

• Lead HDR’s enterprise-wide client experience program, defining and advancing the vision, strategy, governance, and implementation approach.
• 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 translating client feedback into broader strategy and continuous improvement.

Skills

Leadership

Strategic thinking

Relationship building

Executive communication

Cross-functional collaboration

Education

Bachelor's degree in business, marketing, communications, organizational leadership, engineering, architecture, or related field

Tools

CRM systems

Dashboards

Analytics

Job description

HDR is seeking a Client Experience Director to lead enterprise-wide client experience strategy and governance. You will translate client insights into action, drive a client-centric culture, and oversee metrics like NPS and client loyalty across HDR’s service lines.

The role partners with business groups, operations, marketing, and leadership to elevate client outcomes, strengthen relationships, and guide continuous improvement. This is an in-office role across HDR locations in the US.