Senior Director, Enterprise Client Experience

HDR; Reno (NV); On-site; USD 181,000 - 326,000; Full time

Benefits offered by this job

Employee ownership

Comprehensive benefits

Tuition reimbursement

Job summary

HDR is seeking a Client Experience Director to lead our enterprise-wide client experience program from our US offices. You will drive strategy, governance, and cross-functional initiatives that translate client insights into measurable actions, strengthening client relationships and long-term growth.

You will coach leaders across groups, build a client-centric culture, and oversee the Client Feedback System with key metrics while partnering with IT and marketing to optimize tools and dashboards.

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.
• 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 strategic and operational improvements.
• Ability to work within a globally matrixed firm with dispersed teams.
• Strong interpersonal, facilitation, and relationship-building skills.
• Experience analyzing qualitative and quantitative data to develop insights for performance improvement.

Responsibilities

• Lead HDR’s enterprise-wide client experience program, defining vision and strategy and ensuring governance and implementation.
• Serve as enterprise advocate for the Voice of the Client and incorporate client perspectives into decisions.
• Translate client feedback into broader strategy and actions, including workshops and continuous improvement.
• Advance a client-centric culture across HDR through leadership and embedded behaviors.
• Advise leaders on client feedback, relationship strategies, and issue resolution to build trust and loyalty.
• Oversee Client Feedback System and metrics like NPS to guide leadership decisions.
• Partner with teams to develop tools, training, and resources for client experience capabilities.
• Develop standards, playbooks, and accountability processes to maximize program impact.
• Collaborate with IT and marketing to optimize CRM, dashboards, and analytics.

Skills

Executive communication

Cross-functional leadership

Relationship building

Change management

Data analysis

Strategy development

Education

Bachelor’s degree in business/marketing/communications

Tools

CRM systems

Dashboards

Analytics

Job description

HDR is seeking a Client Experience Director to lead our enterprise-wide client experience program from our US offices. You will drive strategy, governance, and cross-functional initiatives that translate client insights into measurable actions, strengthening client relationships and long-term growth.

You will coach leaders across groups, build a client-centric culture, and oversee the Client Feedback System with key metrics while partnering with IT and marketing to optimize tools and dashboards.