Enterprise Client Experience Director

HDR; New York (NY); On-site; USD 181,000 - 326,000; Full time

Benefits offered by this job

Employee ownership

Medical insurance

Dental insurance

Vision insurance

Paid time off

Tuition reimbursement

Retirement plan with match

Parental leave

Job summary

HDR is seeking a Client Experience Director to lead enterprise-wide client experience strategy, collaborating across business groups, operations, marketing, project delivery, client service, and leadership to translate insights into action and drive loyalty.

Based in the US in-office role, you will define governance, metrics (NPS, retention), and develop tools and standards to maximize program impact, with HDR's employee-owned culture supporting success.

Qualifications

• Minimum 15+ years of progressive experience in the A/E/C industry.
• Bachelor’s degree in business, marketing, communications, organizational leadership, engineering, or architecture preferred.
• Experience leading large cross-functional strategic programs 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.
• Strong interpersonal, facilitation, and relationship-building skills.
• Experience analyzing qualitative and quantitative data to develop insights and recommendations for performance improvement.

Responsibilities

• Lead HDR’s enterprise-wide client experience program, defining vision, strategy, governance, and implementation.
• Advocate for the Voice of the Client and ensure it informs strategic and operational decisions.
• Drive cross-functional initiatives translating feedback into action and continuous improvement.
• Embed client-focused behaviors across HDR and strengthen client relationships.
• Advise leaders on client feedback, relationship strategies, issue resolution, and loyalty building.
• Develop metrics and reporting on NPS, client loyalty, retention, and account health.
• Partner with IT and marketing services to optimize CRM, dashboards, and analytics.
• Oversee Client Feedback System and related client research initiatives.
• Build tools, training, and resources to strengthen client experience capabilities.

Skills

Client experience strategy

Executive communication

Cross-functional leadership

Change management

Relationship building

Data interpretation

Education

Bachelor's degree in business or related field

Job description

HDR is seeking a Client Experience Director to lead enterprise-wide client experience strategy, collaborating across business groups, operations, marketing, project delivery, client service, and leadership to translate insights into action and drive loyalty.

Based in the US in-office role, you will define governance, metrics (NPS, retention), and develop tools and standards to maximize program impact, with HDR's employee-owned culture supporting success.