Enterprise Client Experience Leader

HDR; Des Moines (IA); On-site; USD 181,000 - 326,000; Full time

Job summary

HDR is an employee-owned firm seeking a Client Experience Director to shape HDR's enterprise-wide client experience strategy. The role partners with business groups, operations, marketing, and leadership to strengthen client relationships, improve outcomes, and differentiate HDR in the market.

The position emphasizes strategic leadership, relationship-building, change management, and performance measurement to drive loyalty, retention, and long-term growth across HDR's diverse service lines.

Qualifications

• Excellent written, verbal, presentation, and executive communication skills.
• Ability to translate client, market, and organizational insights into strategic and operational improvements.
• Experience leading large cross-functional strategic programs or initiatives across complex organizations.

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 understood and incorporated into decisions.
• Lead cross-functional initiatives translating client feedback into broader strategy and continuous improvement across the enterprise.
• Advance a client-centric culture by partnering with leaders to embed client-focused behaviors and accountability.
• Oversee client feedback systems, metrics like NPS, and analytics to guide leadership.

Skills

Executive communication

Relationship building

Strategy leadership

Change management

Education

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

Job description

HDR is an employee-owned firm seeking a Client Experience Director to shape HDR's enterprise-wide client experience strategy. The role partners with business groups, operations, marketing, and leadership to strengthen client relationships, improve outcomes, and differentiate HDR in the market.

The position emphasizes strategic leadership, relationship-building, change management, and performance measurement to drive loyalty, retention, and long-term growth across HDR's diverse service lines.