Enterprise Client Experience Leader

HDR; Omaha (NE); On-site; USD 181,000 - 326,000; Full time

Benefits offered by this job

Employee ownership

Comprehensive benefits package

Job summary

HDR is seeking a Client Experience Director to shape HDR’s enterprise‑wide client experience strategy, strengthen client relationships, and drive outcomes across multiple service lines. The role requires 15+ years in A/E/C, exceptional communication, and an ability to translate insights into strategic action.

Based in the United States, this in‑office position partners with marketing, project delivery, and operations to elevate client loyalty, retention, and long‑term growth.

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 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 and to leverage knowledge and relationships across the organization
• Strong interpersonal, facilitation, and relationship-building skills to influence leaders at all levels of HDR and client organizations.
• Experience analyzing and interpreting qualitative and quantitative data to develop insights and recommendations for performance improvement
• Experience implementing change-management strategies (preferred)
• Proven track record of managing relationships with A/E/C clients and working with clients and project teams (preferred)
• Knowledge of sales management strategies and market analysis and dynamics (preferred)

Responsibilities

• Lead HDR’s enterprise-wide client experience program, defining vision, strategy, governance, and implementation aligned with company direction and Strategic Plan.
• Serve as enterprise advocate for the Voice of the Client and ensure client perspectives inform strategic decisions.
• Lead cross-functional initiatives translating client feedback into broader strategy and action, including workshops and issue resolution.
• Advance a client-centric culture across HDR by embedding client-focused behaviors and accountability.
• Advise business leaders on client feedback, relationship strategies, issue resolution, negotiation, and actions that strengthen trust and loyalty.
• Capture CX stories and communicate CX program successes and milestones.
• Oversee Client Feedback System and related research initiatives to identify trends and guide actions.
• Develop, monitor, and communicate key metrics such as NPS, client loyalty, retention, and account health.
• Partner with corporate teams to create tools, training, resources, playbooks, and standards for client experience capabilities.
• Collaborate with IT and marketing to optimize CRM systems, client feedback tool, dashboards, and analytics.
• This is an in-office position based in the US.

Skills

Executive communication

Cross-functional leadership

Strategic thinking

Education

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

Tools

CRM systems

Client feedback tool

Dashboards/analytics

Job description

HDR is seeking a Client Experience Director to shape HDR’s enterprise‑wide client experience strategy, strengthen client relationships, and drive outcomes across multiple service lines. The role requires 15+ years in A/E/C, exceptional communication, and an ability to translate insights into strategic action.

Based in the United States, this in‑office position partners with marketing, project delivery, and operations to elevate client loyalty, retention, and long‑term growth.