Head of Enterprise Client Experience

HDR; Spokane (WA); On-site; USD 181,000 - 326,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Disability insurance

Life insurance

Employee assistance program

Paid time off

Parental leave

Paid holidays

Retirement savings plan with employer"

Employee referral bonus

Tuition reimbursement

Job summary

HDR is seeking a Client Experience Director to lead HDR’s enterprise-wide client experience strategy, translating client insights into action and driving continuous improvement across the organization.

You will partner with business groups, operations, marketing, project delivery, client service, and corporate leaders to embed a client-centric culture and strengthen relationships, loyalty, and long-term growth using feedback and metrics.

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 (equivalent combination considered).
• 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 company direction and 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, action planning, issue resolution, and continuous improvement.
• Advance a client‑centric culture across HDR by partnering with leaders to embed client‑focused behaviors, accountability, and continuous improvement into everyday business practices.
• Partner with client service leaders, project managers, and business development professionals to assess and strengthen client relationships and improve client outcomes.
• Oversee HDR’s Client Feedback System and related client research initiatives, leveraging feedback, analytics, and market insights to guide actions and trends.

Skills

Strategic program leadership

Voice of the Client

Cross-functional collaboration

Executive communication

Data interpretation

Relationship building

Change management

Education

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

Tools

CRM systems

Client feedback tool

Dashboards

Analytics

Job description

HDR is seeking a Client Experience Director to lead HDR’s enterprise-wide client experience strategy, translating client insights into action and driving continuous improvement across the organization.

You will partner with business groups, operations, marketing, project delivery, client service, and corporate leaders to embed a client-centric culture and strengthen relationships, loyalty, and long-term growth using feedback and metrics.