Enterprise Client Experience Director

HDR; Louisville (KY); On-site; USD 181,000 - 326,000; Full time

Benefits offered by this job

Employee ownership

Comprehensive benefits

Tuition reimbursement

Retirement plan with employer match

Employee referral bonus

Job summary

HDR seeks a Client Experience Director to lead the enterprise-wide client experience strategy, strengthening relationships and outcomes across business groups, operations, marketing, and project delivery. The role translates client insights into strategic action, fosters a client-centered culture, and drives continuous improvement for loyalty and growth.

The position requires a strong track record in leading large programs, executive communication, and cross-functional collaboration, with a

Qualifications

• 15+ years of progressive experience in the A/E/C industry.
• BS degree or equivalent combination of education and experience.
• Experience leading large cross-functional strategic programs across complex organizations.
• Excellent written, verbal, presentation, and executive communication skills.
• Ability to translate insights into strategic and operational improvements.
• Ability to work in a globally matrixed firm with dispersed teams.

Responsibilities

• Lead enterprise-wide client experience program and define vision, strategy, governance, and implementation.
• Advocate for the Voice of the Client and translate insights into action.
• Drive cross-functional initiatives and continuous improvement across the enterprise.
• Embed client-focused behaviors and strengthen client relationships and outcomes.
• Oversee client feedback systems, analytics, and metrics like NPS.
• Develop tools, training, and resources to strengthen client experience capabilities.

Skills

Leadership

Strategy

Executive communication

Client relationship management

Education

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

Tools

CRM systems

Client feedback tool

Dashboards

Analytics

Job description

HDR seeks a Client Experience Director to lead the enterprise-wide client experience strategy, strengthening relationships and outcomes across business groups, operations, marketing, and project delivery. The role translates client insights into strategic action, fosters a client-centered culture, and drives continuous improvement for loyalty and growth.

The position requires a strong track record in leading large programs, executive communication, and cross-functional collaboration, with a