Head of Enterprise Client Experience

HDR; Pittsburgh (Allegheny County); On-site; USD 181,000 - 326,000; Full time

Benefits offered by this job

Employee ownership

Comprehensive benefits

Job summary

HDR is an employee-owned firm delivering multi-disciplinary services across Water, Architecture, Building Engineering, and more. The Client Experience Director will lead enterprise-wide client experience strategy, partnering with business groups to strengthen relationships, outcomes, and long-term growth.

This in-office role can be based at any HDR location in the US and requires 15+ years in A/E/C, a strong leadership track, outstanding communication skills, and the ability to translate client

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 is strongly preferred.
• Demonstrated experience leading large cross‑functional strategic programs or initiatives across complex organizations.
• Excellent written, verbal, presentation, and executive communication skills
• Ability to translate client, market, and organizational insights into both strategic and operational improvements.
• Ability to effectively work within a globally matrixed firm with geographically dispersed teams and leverage knowledge and relationships across the organization
• Strong interpersonal, facilitation, and relationship-building skills, with the ability to influence leaders at all levels of both the HDR organization and our client organizations.
• Experience analyzing and interpreting qualitative and quantitative data to develop insights and recommendations 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.

Skills

Cross-functional leadership

Executive communication

Client relationship

Change management

Strategic planning

Education

Bachelor's degree in business or related field

Job description

HDR is an employee-owned firm delivering multi-disciplinary services across Water, Architecture, Building Engineering, and more. The Client Experience Director will lead enterprise-wide client experience strategy, partnering with business groups to strengthen relationships, outcomes, and long-term growth.

This in-office role can be based at any HDR location in the US and requires 15+ years in A/E/C, a strong leadership track, outstanding communication skills, and the ability to translate client