Enterprise Client Experience Leader

HDR; Vienna (VA); On-site; USD 181,000 - 326,000; Full time

Benefits offered by this job

Employee ownership

Comprehensive benefits

Job summary

HDR is seeking a Client Experience Director to lead our enterprise-wide client experience program. You will translate client insights into strategic action, foster a client-centered culture, and drive continuous improvement across the organization.

The role partners with operations, marketing, and project delivery to strengthen relationships and outcomes. You will oversee the Client Feedback System, monitor metrics like Net Promoter Score, and advisor leadership on actions that build loyalty and

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.

Responsibilities

• Lead HDR’s enterprise-wide client experience program and define vision, strategy, governance, and implementation.
• Serve as enterprise advocate for Voice of the Client; ensure client perspectives inform decisions.
• Oversee client feedback system, analytics, and metrics (e.g., NPS) to drive actions that improve relationships and outcomes.
• Partner with corporate teams to develop tools, training, and resources that strengthen client experience capabilities.

Skills

Cross-functional leadership

Strategic program management

Executive communication

Client relationship building

Change management

Education

Bachelor's degree

Job description

HDR is seeking a Client Experience Director to lead our enterprise-wide client experience program. You will translate client insights into strategic action, foster a client-centered culture, and drive continuous improvement across the organization.

The role partners with operations, marketing, and project delivery to strengthen relationships and outcomes. You will oversee the Client Feedback System, monitor metrics like Net Promoter Score, and advisor leadership on actions that build loyalty and