Enterprise Client Experience Leader

HDR; Sioux Falls (SD); On-site; USD 181,000 - 326,000; Full time

Benefits offered by this job

Medical, dental, vision

Long-term disability

Retirement plan with employer match

Paid time away and holidays

Tuition reimbursement

Job summary

HDR is seeking a highly experienced Client Experience Director to lead HDR’s enterprise-wide client experience strategy. You will translate client insights into strategic actions, foster a client-centered culture, and drive cross-functional initiatives across HDR’s diverse service lines.

In-office role, based in the US, with responsibility for measuring and improving client outcomes, retention, and loyalty across HDR’s global client base.

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.
• 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.
• Strong interpersonal, facilitation, and relationship-building skills.

Responsibilities

• Lead HDR’s enterprise-wide client experience program, defining vision, strategy, governance, and implementation.
• Advise and coach leaders on client feedback, relationship strategies, issue resolution, and actions to strengthen trust and loyalty.
• Oversee client feedback systems, CX metrics (e.g., NPS), and related research initiatives.
• Partner with corporate teams to develop tools, training, and resources to strengthen CX capabilities.
• Promote a client-centric culture across HDR and drive continuous improvement.

Skills

Client experience

Strategy leadership

Stakeholder engagement

Change management

Data analytics

Education

Bachelor’s degree or equivalent

Tools

CRM systems

Dashboards

Data analysis tools

Job description

HDR is seeking a highly experienced Client Experience Director to lead HDR’s enterprise-wide client experience strategy. You will translate client insights into strategic actions, foster a client-centered culture, and drive cross-functional initiatives across HDR’s diverse service lines.

In-office role, based in the US, with responsibility for measuring and improving client outcomes, retention, and loyalty across HDR’s global client base.