Enterprise Client Experience Director

HDR; Charlotte (NC); On-site; USD 181,000 - 326,000; Full time

Benefits offered by this job

Medical, dental, vision

Disability insurance

Life insurance

Tuition reimbursement

Employee ownership

Job summary

HDR is seeking a Senior leader to steer the enterprise client experience program, translating insights into strategic actions and strengthening client loyalty across HDR’s diverse service lines. The role collaborates with business groups, operations, marketing, and leadership to embed client-centric practices and improve outcomes.

With 15+ years in A/E/C, you will drive governance, metrics like NPS, and continuous improvement while coaching leaders on client relationships and risk mitigation.

Qualifications

• Minimum of 15+ years of progressive experience in the A/E/C industry.
• Bachelor’s degree in business, marketing, communications, organizational leadership, engineering, 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.
• Ability to work within a globally matrixed firm with geographically dispersed teams and leverage knowledge across the organization.
• Strong interpersonal, facilitation, and relationship-building skills with the ability to influence leaders at all levels.
• Experience analyzing and interpreting qualitative and quantitative data for performance improvement.

Responsibilities

• Lead HDR’s enterprise-wide client experience program, defining vision, strategy, governance, and implementation.
• Serve as the enterprise advocate for the Voice of the Client in strategic and operational decisions.
• Lead cross-functional initiatives translating client feedback into broader strategy and action planning.
• Advance a client-centric culture by partnering with leaders to embed client-focused behaviors and accountability.
• Advise and coach leaders on client feedback, relationship strategies, issue resolution, and actions that strengthen loyalty.

Skills

Leadership

Strategic program management

Executive communication

Relationship-building

Change management

Cross-functional collaboration

Voice of the Client

Data-driven decisions

Education

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

Job description

HDR is seeking a Senior leader to steer the enterprise client experience program, translating insights into strategic actions and strengthening client loyalty across HDR’s diverse service lines. The role collaborates with business groups, operations, marketing, and leadership to embed client-centric practices and improve outcomes.

With 15+ years in A/E/C, you will drive governance, metrics like NPS, and continuous improvement while coaching leaders on client relationships and risk mitigation.