Head of Client Experience & Growth

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

Benefits offered by this job

Employee ownership

Comprehensive benefits

Tuition reimbursement

Paid time away

Job summary

HDR is an employee‑owned firm delivering services across Water, Architecture, Building Engineering, Field Services, Power, Waste, Industrial, and Transportation. The Client Experience Director leads enterprise‑wide client experience strategy and aligns cross‑functional teams to strengthen relationships and drive growth.

This in‑office role can be based in any HDR location in the US; it requires 15+ years in the A/E/C industry and strong executive communication, change management, and measurement

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.
• 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 operate within a globally matrixed firm with dispersed teams.

Responsibilities

• Lead HDR’s enterprise‑wide client experience program with vision, strategy, governance, and implementation.
• Advise and coach leaders on client feedback, relationship strategies, and actions to strengthen loyalty and long‑term engagement.
• Oversee HDR's Client Feedback System, analytics, and performance metrics to guide improvements.
• Partner with IT and marketing to optimize CRM, dashboards, and analytics.
• Foster a client‑centric culture across HDR by collaborating with business groups and operations.

Skills

Executive communication

Cross‑functional leadership

Client insights translation

Change management

Relationship building

Education

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

Job description

HDR is an employee‑owned firm delivering services across Water, Architecture, Building Engineering, Field Services, Power, Waste, Industrial, and Transportation. The Client Experience Director leads enterprise‑wide client experience strategy and aligns cross‑functional teams to strengthen relationships and drive growth.

This in‑office role can be based in any HDR location in the US; it requires 15+ years in the A/E/C industry and strong executive communication, change management, and measurement