Enterprise Client Experience Director

HDR; San Diego (CA); On-site; USD 181,000 - 326,000; Full time

Benefits offered by this job

Employee ownership

Employee health benefits

Retirement plan with employer match

Paid time off

Parental leave

Tuition reimbursement

Employee referral bonus

Job summary

HDR is seeking a Client Experience Director in the United States to lead HDR's enterprise‑wide client experience program, shaping strategy and governance while driving continuous improvement across disciplines. The role partners with leaders across operations, marketing, and client service to translate feedback into action and build a client‑centric culture.

This senior role assesses client relationships, mentors leaders, and measures success with metrics like NPS, loyalty, and account health.

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. Equivalent combination of education and experience will be considered in lieu of BS degree.
• 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 strategic and operational improvements.
• Ability to work within a globally matrixed firm with geographically dispersed teams.
• Strong interpersonal, facilitation, and relationship‑building skills to influence leaders at all levels.
• Experience analyzing and interpreting qualitative and quantitative data to develop insights.

Responsibilities

• Lead HDR’s enterprise‑wide client experience program, defining and advancing the vision, strategy, governance, and implementation approach.
• Serve as the enterprise advocate for the Voice of the Client, ensuring client perspectives are translated into decisions.
• Lead cross‑functional initiatives translating feedback into strategy and action, including deployment of the Client Feedback System and workshops.
• Advance a client‑centric culture by partnering with leaders to embed client‑focused behaviors and accountability.
• Advise leaders on client feedback, relationship strategies, and actions to strengthen loyalty and long‑term engagement.
• Recognize and communicate CX successes and milestones across the enterprise.
• Oversee the Client Feedback System and related client research, analyzing data to guide actions and improvements.
• Develop tools, training, and resources that strengthen client experience capabilities across the enterprise.
• Partner with IT and marketing services to optimize technologies and dashboards supporting the CX program.

Skills

Executive communication

Strategic leadership

Relationship building

Change management

Voice of the Client

Education

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

Job description

HDR is seeking a Client Experience Director in the United States to lead HDR's enterprise‑wide client experience program, shaping strategy and governance while driving continuous improvement across disciplines. The role partners with leaders across operations, marketing, and client service to translate feedback into action and build a client‑centric culture.

This senior role assesses client relationships, mentors leaders, and measures success with metrics like NPS, loyalty, and account health.