Enterprise Client Experience Director

HDR; Santa Fe (NM); On-site; USD 181,000 - 326,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Disability insurance (short & long‑ter

Life insurance

Retirement plan with employer match

Employee referral bonus

Tuition reimbursement

Paid time away

Job summary

HDR seeks a Client Experience Director to lead enterprise‑wide CX strategy, strengthen client relationships, and drive improvements across business groups. The role partners with marketing, project delivery, and corporate leaders to translate client insights into strategic actions.

With 15+ years in A/E/C and a strong communications skillset, you will advance CX metrics, mentor leaders, and shape a client‑centric culture in HDR’s diverse service lines.

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 preferred.
• Demonstrated 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.

Responsibilities

• Lead HDR’s enterprise‑wide client experience program, defining vision, strategy, governance, and implementation.
• Advocate for the Voice of the Client and incorporate client perspectives into decisions.
• Drive enterprise‑wide initiatives translating feedback into action and continuous improvement.
• Foster a client‑centric culture with leadership and teams across HDR.
• Coach leaders on client feedback, relationship strategies, and issue resolution.
• Oversee Client Feedback System, metrics, and actionable leadership recommendations.
• Partner with IT and marketing to optimize CRM, dashboards, and analytics.

Skills

Client experience strategy

Cross‑functional leadership

Executive communication

Change management

Relationship building

Data‑driven insights

Strategic program leadership

Education

Bachelor’s degree in business/marketing/communications

Tools

CRM systems

Client feedback tool

Dashboards

Analytics

Job description

HDR seeks a Client Experience Director to lead enterprise‑wide CX strategy, strengthen client relationships, and drive improvements across business groups. The role partners with marketing, project delivery, and corporate leaders to translate client insights into strategic actions.

With 15+ years in A/E/C and a strong communications skillset, you will advance CX metrics, mentor leaders, and shape a client‑centric culture in HDR’s diverse service lines.