Enterprise Client Experience Director

HDR; Cleveland (OH); On-site; USD 181,000 - 326,000; Full time

Job summary

HDR is seeking a **Client Experience Director** to lead enterprise‑wide client experience initiatives and drive a client‑centric culture across multiple service lines in the US. The role focuses on translating client insights into strategic action, measuring performance, and elevating loyalty and long‑term growth.

The position requires senior leadership, cross‑functional collaboration, and expertise in change management, client feedback systems, and analytics to deliver measurable outcomes for

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.
• 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.

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.

Skills

Executive communication

Cross-functional collaboration

Strategy leadership

Change management

Relationship building

Education

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

Tools

CRM systems

Client Feedback System

Dashboards

Analytics

Job description

HDR is seeking a **Client Experience Director** to lead enterprise‑wide client experience initiatives and drive a client‑centric culture across multiple service lines in the US. The role focuses on translating client insights into strategic action, measuring performance, and elevating loyalty and long‑term growth.

The position requires senior leadership, cross‑functional collaboration, and expertise in change management, client feedback systems, and analytics to deliver measurable outcomes for