Head of Client Experience & Loyalty

HDR; Tucson (AZ); On-site; USD 181,000 - 326,000; Full time

Benefits offered by this job

Employee ownership

Comprehensive benefits package

Tuition reimbursement

Retirement plan with employer match

Job summary

HDR is seeking an experienced Client Experience Director to shape our enterprise-wide program, translate client insights into action, and drive continuous improvement. You will partner with multiple business groups, operations, and marketing to elevate client loyalty and retention.

With 15+ years in the A/E/C space, you’ll lead cross-functional initiatives, coach leaders, and build CX capabilities, supported by HDR’s employee-owner model and robust benefits.

Qualifications

• 15+ years in A/E/C or similar industries with progressive leadership roles.
• Strong written, verbal and executive communication skills.
• Ability to translate client insights into strategic actions.

Responsibilities

• Lead enterprise client experience strategy and governance.
• Drive client feedback initiatives and measure outcomes.
• Foster a client-centric culture across HDR teams.
• Coach leaders on relationship and issue resolution strategies.
• Develop standards, playbooks, and performance dashboards.

Skills

Client experience

Change management

Stakeholder management

Executive communication

Education

Bachelor’s degree preferred

Tools

CRM systems

Client feedback tool

Dashboards

Job description

HDR is seeking an experienced Client Experience Director to shape our enterprise-wide program, translate client insights into action, and drive continuous improvement. You will partner with multiple business groups, operations, and marketing to elevate client loyalty and retention.

With 15+ years in the A/E/C space, you’ll lead cross-functional initiatives, coach leaders, and build CX capabilities, supported by HDR’s employee-owner model and robust benefits.