Head of Client Experience & Strategy

HDR; Englewood (CO); 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 a leading design, engineering and consulting firm. HDR’s Client Experience Director will lead the enterprise client experience strategy, partnering with marketing, project delivery, and leadership to elevate client loyalty and outcomes across HDR’s service lines.

The role emphasizes turning client insights into action, building a client-centric culture, driving continuous improvement, and measuring success with metrics like NPS and loyalty.

Qualifications

• 15+ years in A/E/C with progressive client-experience leadership.
• Bachelor's degree or equivalent in business/marketing/leadership or related field.
• Proven ability to lead 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 HDR's enterprise client-experience program with vision, strategy, governance, and implementation.
• Advance a client-centric culture by partnering with leaders to embed client-focused behaviors across the business.
• Oversee client feedback, metrics (NPS, loyalty, retention) and translate insights into actions.
• Develop tools, training, and resources to strengthen client experience capabilities enterprise-wide.

Skills

Executive leadership

Cross-functional leadership

CX strategy

Relationship building

Education

Bachelor's degree

Tools

CRM systems

Dashboards

Analytics tools

Job description

HDR is a leading design, engineering and consulting firm. HDR’s Client Experience Director will lead the enterprise client experience strategy, partnering with marketing, project delivery, and leadership to elevate client loyalty and outcomes across HDR’s service lines.

The role emphasizes turning client insights into action, building a client-centric culture, driving continuous improvement, and measuring success with metrics like NPS and loyalty.