Head of Client Experience & Loyalty

HDR; Pompton Lakes (NJ); On-site; USD 181,000 - 326,000; Full time

Job summary

HDR is seeking an experienced Client Experience Director to lead HDR’s enterprise-wide client experience program. You will translate client insights into strategic actions, manage governance, and drive continuous improvements across the organization.

The role requires navigating a global matrix and partnering with leadership to elevate client outcomes. Based in an HDR location in the US, this in-office role focuses on strategy, measurement, and people leadership to foster a client-centric

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; equivalent experience considered.
• 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 in a globally matrixed firm with dispersed teams and leverage knowledge across the organization.
• Strong interpersonal, facilitation, and relationship-building skills.
• Experience analyzing and interpreting qualitative and quantitative data to develop insights for performance improvement.

Responsibilities

• Lead HDR’s enterprise-wide client experience program, defining and advancing the vision, strategy, governance, and implementation approach aligned with established company direction and our Strategic Plan.
• Serve as the enterprise advocate for the Voice of the Client, ensuring client perspectives are understood, communicated, and incorporated into strategic and operational decision-making.
• Lead cross-functional initiatives that translate client feedback and insights into broader strategy, meaningful organizational action, including enterprise-wide deployment of our Client Feedback System, facilitation of workshops, action planning, issue resolution, and continuous improvement efforts.
• Advance a client-centric culture across HDR by partnering with leaders and teams to embed client-focused behaviors, decision-making, accountability, and continuous improvement into everyday business practices.
• Partner with client service leaders, project managers, and business development professionals to assess and strengthen client relationships and improve client outcomes.
• Advise and coach business group, area/studio, market sector, project, and client service leaders on client feedback, relationship strategies, issue resolution, negotiation, and actions that strengthen client trust, loyalty, and long-term engagement.
• Recognize and capture CX stories. Communicate and celebrate CX Program successes and milestones.
• Oversee HDR's Client Feedback System and related client research initiatives, leveraging feedback, analytics, and market insights to identify trends, uncover opportunities, and guide actions that improve client relationships and outcomes.
• Develop, monitor, and communicate on key metrics including Net Promoter Score (NPS), client loyalty, retention, repeat business, strategic account health, issue resolution, and emerging trends. Provide actionable recommendations to leadership.
• Partner with Corporate teams, business groups, and operations to develop tools, training, communications, and resources that strengthen client experience capabilities and expectations across the enterprise.
• Develop and maintain standards, playbooks, best practices, and accountability processes that support and reinforce consistent execution of HDR’s client experience strategy, including client service leadership, and maximize program impact.
• Partner with IT and corporate marketing services to optimize technologies, systems, and communication strategies that support the client experience program (e.g., CRM systems, client feedback tool, dashboards, analytics, etc.).

Skills

Cross-functional leadership

Executive communication

Strategic program leadership

Relationship building

Change management

Data analysis

Education

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

Job description

HDR is seeking an experienced Client Experience Director to lead HDR’s enterprise-wide client experience program. You will translate client insights into strategic actions, manage governance, and drive continuous improvements across the organization.

The role requires navigating a global matrix and partnering with leadership to elevate client outcomes. Based in an HDR location in the US, this in-office role focuses on strategy, measurement, and people leadership to foster a client-centric