Enterprise Client Experience Director

HDR; Nashville (TN); On-site; USD 181,000 - 326,000; Full time

Job summary

HDR is seeking a Client Experience Director to lead our enterprise‑wide client experience strategy, translating insights into action and elevating client loyalty across all service lines. You will collaborate with business groups, operations, marketing, project delivery, client service, and corporate leaders to drive continuous improvement.

This in‑office role based in HDR locations in the US, including Nashville, focuses on governance, performance metrics, and coaching leaders to embed

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.
• 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.

Education

BS degree preferred

Job description

HDR is seeking a Client Experience Director to lead our enterprise‑wide client experience strategy, translating insights into action and elevating client loyalty across all service lines. You will collaborate with business groups, operations, marketing, project delivery, client service, and corporate leaders to drive continuous improvement.

This in‑office role based in HDR locations in the US, including Nashville, focuses on governance, performance metrics, and coaching leaders to embed