Enterprise Client Experience Director

HDR; Indianapolis (IN); On-site; USD 181,000 - 326,000; Full time

Benefits offered by this job

Employee ownership

Comprehensive benefits package

Tuition reimbursement

Job summary

HDR is an employee-owned firm delivering design and engineering solutions across multiple markets. The Client Experience Director will shape HDR’s enterprise client experience strategy, aligning teams and processes to improve loyalty and outcomes.

Working with business groups, operations, and leaders, you will translate client feedback into actionable improvements, coach leaders on client relations, and drive continuous improvement through metrics and playbooks.

Qualifications

• 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; equivalent experience considered.
• Experience leading large cross-functional strategic programs across complex organizations.
• Excellent written, verbal, 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 dispersed teams and relationships.
• Strong interpersonal, facilitation, and relationship-building skills to influence at all levels.

Responsibilities

• Lead HDR's enterprise-wide client experience program and drive the vision, strategy, governance, and implementation.
• Advocate for the Voice of the Client and integrate client perspectives into decisions.
• Lead cross-functional initiatives translating client feedback into strategic actions and improvements.
• Embed a client-centric culture with leadership partners and teams across HDR.
• Oversee metrics, analytics, and reporting (NPS, retention, loyalty) to guide leadership decisions.
• Develop tools, training, and playbooks to strengthen client experience capabilities.

Skills

Strategic leadership

Relationship building

Executive communication

Change management

Client feedback systems

Education

Bachelor's degree

Tools

CRM systems

Dashboards

Analytics

Job description

HDR is an employee-owned firm delivering design and engineering solutions across multiple markets. The Client Experience Director will shape HDR’s enterprise client experience strategy, aligning teams and processes to improve loyalty and outcomes.

Working with business groups, operations, and leaders, you will translate client feedback into actionable improvements, coach leaders on client relations, and drive continuous improvement through metrics and playbooks.