Head of Client Experience & Strategy

HDR; Denver (CO); On-site; USD 181,000 - 326,000; Full time

Benefits offered by this job

Employee ownership

Comprehensive benefits package

Paid time away

Job summary

HDR is seeking a Client Experience Director to lead enterprise‑wide client experience strategy and outcomes. You will partner with business groups, operations, marketing, and leadership to translate client insights into strategic actions and measurable improvements.

The role requires navigating a matrixed organization, building client trust, and driving cross‑functional initiatives that improve loyalty and long‑term growth. This is an in‑office role across US locations.

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 preferred; equivalent experience considered.
• Demonstrated experience leading large cross‑functional strategic programs across complex organizations.
• Excellent written, verbal, and executive communication skills.
• Ability to translate client, market, and organizational insights into strategic and operational improvements.

Responsibilities

• Lead enterprise‑wide client experience program with vision, strategy, governance and implementation.
• Partner with leaders to embed client‑centric behaviors and drive continuous improvement.
• Oversee client feedback system, monitor metrics (NPS, loyalty, retention) and advise on actions.
• Develop tools and resources to strengthen client experience capabilities across HDR.
• Collaborate with IT and marketing services to optimize technologies and analytics.

Skills

Client experience leadership

Stakeholder management

Strategic program leadership

Executive communication

Change management

Education

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

Tools

CRM systems

Dashboards

Analytics

Job description

HDR is seeking a Client Experience Director to lead enterprise‑wide client experience strategy and outcomes. You will partner with business groups, operations, marketing, and leadership to translate client insights into strategic actions and measurable improvements.

The role requires navigating a matrixed organization, building client trust, and driving cross‑functional initiatives that improve loyalty and long‑term growth. This is an in‑office role across US locations.