Strategic Client Experience Leader

HDR; Washington (District of Columbia); On-site; USD 181,000 - 326,000; Full time

Benefits offered by this job

Employee ownership benefits

Tuition reimbursement

Comprehensive benefits package

Job summary

HDR is seeking a seasoned Client Experience Director to lead our enterprise-wide client experience program and translate client insights into strategic and operational actions. You will work with business groups, operations, marketing, project delivery, and leadership to strengthen client relationships and outcomes across HDR’s service lines.

The role emphasizes strategic leadership, change management, and performance measurement to advance client loyalty and long-term growth while nurturing a

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 HDR and 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 and incorporated into decision-making.
• Lead cross-functional initiatives translating client feedback into strategy and actions, including deployment of the Client Feedback System and workshops.
• Advance a client-centric culture by embedding client-focused behaviors across HDR.
• Advise and coach leaders on client feedback, relationship strategies, issue resolution, and actions that strengthen client loyalty.
• Oversee Client Feedback System, develop metrics (NPS, loyalty, retention) and provide actionable leadership recommendations.
• Develop tools and resources to strengthen client experience capabilities across the enterprise.
• Partner with IT and marketing services to optimize CRM, dashboards, and analytics.

Skills

Cross-functional leadership

Executive communication

Strategic thinking

Relationship building

Change management

Education

Bachelor's degree (business/marketing/communications/leadership/engineering/architecture)

Job description

HDR is seeking a seasoned Client Experience Director to lead our enterprise-wide client experience program and translate client insights into strategic and operational actions. You will work with business groups, operations, marketing, project delivery, and leadership to strengthen client relationships and outcomes across HDR’s service lines.

The role emphasizes strategic leadership, change management, and performance measurement to advance client loyalty and long-term growth while nurturing a