Head of Client Experience Strategy

HDR; Orlando (FL); On-site; USD 181,000 - 326,000; Full time

Benefits offered by this job

Employee ownership benefits

Employee networks

Job summary

HDR is seeking a Client Experience Director to lead enterprise-wide client experience strategy across service lines, embedding client-focused behaviors and driving continuous improvement. You will collaborate with business groups, operations, marketing, and leadership to translate insights into action and measurable outcomes.

The role emphasizes governance, change management, and performance measurement to advance client loyalty and long-term growth, with in-office responsibilities across HDR’s

Qualifications

• Minimum of 15+ years progressive experience in the A/E/C industry.
• Bachelor’s degree in business, marketing, communications, organizational leadership, engineering, architecture, or related field is strongly preferred.
• Demonstrated experience leading large cross-functional strategic programs or initiatives.
• Excellent written, verbal, presentation, and executive communication skills.
• Ability to translate client, market, and organizational insights into strategic and operational improvements.

Responsibilities

• Define and advance the enterprise client experience strategy in alignment with the company plan.
• Lead cross-functional initiatives translating client feedback into broad organizational action.
• Develop metrics (NPS, loyalty, retention) and provide actionable leadership recommendations.
• Partner with IT, marketing, and operations to optimize client experience tools and resources.
• Coach leaders on client feedback, relationship strategies, and accountability.

Skills

Client experience

Change management

Strategic leadership

Executive communication

Cross-functional

Relationship building

Data analysis

Voice of the client

Education

Bachelor's degree

Tools

CRM systems

Dashboards

Analytics tools

Job description

HDR is seeking a Client Experience Director to lead enterprise-wide client experience strategy across service lines, embedding client-focused behaviors and driving continuous improvement. You will collaborate with business groups, operations, marketing, and leadership to translate insights into action and measurable outcomes.

The role emphasizes governance, change management, and performance measurement to advance client loyalty and long-term growth, with in-office responsibilities across HDR’s