Enterprise Client Experience Leader

HDR; Columbia (SC); On-site; USD 181,000 - 326,000; Full time

Job summary

HDR is seeking a Client Experience Director to lead the enterprise-wide client experience program and translate client feedback into strategy and actions. The role collaborates with business groups, operations, marketing, and project delivery to strengthen client relationships and drive measurable outcomes.

Ideal candidates will bring 15+ years in A/E/C, a relevant bachelor’s degree, and a track record of leading large, cross-functional initiatives with executive communication skills and

Qualifications

• Minimum 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.
• 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.
• Experience analyzing and interpreting qualitative and quantitative data to develop insights and recommendations.

Responsibilities

• Lead HDR's enterprise-wide client experience program, defining the vision and governance and aligning with the Strategic Plan.
• Serve as the enterprise advocate for the Voice of the Client and translate insights into action.
• Lead cross-functional initiatives to deploy the Client Feedback System and drive continuous improvement across the enterprise.
• Advance a client-centric culture by embedding client-focused behaviours and accountability into daily practices.
• Advise leaders on client feedback, relationship strategies, issue resolution, and actions to strengthen loyalty.

Skills

Executive communication

Cross-functional leadership

Relationship building

Facilitation

Strategic thinking

Data interpretation

Change management

Education

Bachelor's degree in business/marketing/communications/leadership/engineering/architecture

Job description

HDR is seeking a Client Experience Director to lead the enterprise-wide client experience program and translate client feedback into strategy and actions. The role collaborates with business groups, operations, marketing, and project delivery to strengthen client relationships and drive measurable outcomes.

Ideal candidates will bring 15+ years in A/E/C, a relevant bachelor’s degree, and a track record of leading large, cross-functional initiatives with executive communication skills and