Client Experience Director

HDR · Doral, FL · 2 wk ago

On-siteBusiness Development$181k–$326k/yrFull-time

About the Role

At HDR, our employee-ownership model shapes everything we do, including how we support and care for our people. Our diverse service lines—Water, Architecture, Building Engineering Services, Field Services, Power, Waste, Industrial, and Transportation—reflect our commitment to shaping resilient, sustainable, and forward-thinking communities worldwide. Across these disciplines, our teams design and deliver solutions that safeguard public health, enhance quality of life, power innovation, and drive responsible growth. The Client Experience Director leads HDR’s enterprise-wide client experience strategy, helping teams strengthen client relationships, improve outcomes, and create experiences that differentiate HDR in the marketplace.

This role combines strategic leadership, relationship-building, change management, and performance measurement to advance client loyalty, retention, and long-term growth. Working closely with business groups, operations, marketing, project delivery, client service, and corporate leaders, the Client Experience Director translates client insights into meaningful action and fosters a client-centered culture across the enterprise.

Responsibilities

Strategy and Program Leadership
- Lead HDR’s enterprise-wide client experience program, defining and advancing the vision, strategy, governance, and implementation approach aligned with 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 and meaningful organizational action, including deployment of our Client Feedback System, workshops, action planning, issue resolution, and continuous improvement efforts.
Relationship Development and Client-Centric Culture
- Advance a client-centric culture across HDR by partnering with leaders and teams to embed client-focused behaviors, decision-making, 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.
- Advise and coach business group, area/studio, market sector, project, and client service leaders on client feedback, relationship strategies, issue resolution, negotiation, and actions that strengthen client trust, loyalty, and long-term engagement.
- Recognize and capture client experience stories. Communicate and celebrate program successes and milestones.
Client Insights, Research, and Performance Measurement
- Oversee HDR's Client Feedback System and related client research initiatives, leveraging feedback, analytics, and market insights to identify trends, uncover opportunities, and guide actions that improve client relationships and outcomes.
- Develop, monitor, and communicate key metrics including Net Promoter Score (NPS), client loyalty, retention, repeat business, strategic account health, issue resolution, and emerging trends. Provide actionable recommendations to leadership.
Capability Building & Operational Excellence
- Partner with Corporate teams, business groups, and operations to develop tools, training, communications, and resources that strengthen client experience capabilities and expectations across the enterprise.
- Develop and maintain standards, playbooks, best practices, and accountability processes that support consistent execution of HDR’s client experience strategy, including client service leadership, and maximize program impact.
- Partner with IT and corporate marketing services to optimize technologies, systems, and communication strategies that support the client experience program (e.g., CRM systems, client feedback tool, dashboards, analytics).

Requirements

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 of relevant education and highly related experience will be considered in lieu of a BS degree.
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.

Preferred Qualifications

Experience in implementing change-management strategies.
Proven track record of managing relationships with A/E/C clients and working with clients and project teams in the A/E/C industry.
Knowledge of sales management strategies and market analysis and dynamics.

Benefits

We provide a comprehensive benefits package that promotes employee ownership, health, performance, and success, including:

Medical, dental, and vision insurance.
Short- and long-term disability and life insurance.
Employee assistance program.
Paid time away, parental leave, and paid holidays.
Retirement savings plan with employer match.
Employee referral bonus and tuition reimbursement.

Our eight Employee Network Groups (Asian Pacific, Black, Hispanic/Latino(a), LGBTQ+, People with Disabilities, Veterans, Women, Young Professionals) help create a sense of belonging and foster a supportive environment where everyone is empowered to engage and contribute. Each group has an executive sponsor and is open to all employees.

Pay

The expected compensation range for this position is $181,000–$326,000, depending on skills, experience, education, and geographical location.

Schedule

Full-time, in-office position. Can be based in any established HDR location in the US.

Primary locations: United States-Nebraska-Omaha, United States-Ohio-Cincinnati, United States-North Carolina-Charlotte, United States-Florida-Doral, United States-Washington-Bellevue, United States-Missouri-Kansas City, United States-South Dakota-Sioux Falls, United States-Alabama-Mobile, United States-Tennessee-Nashville, United States-New Jersey-Newark, United States-Oregon-Salem, United States-Maryland-Baltimore, United States-Montana-Missoula, United States-District of Columbia-Washington DC, United States-New Mexico-Albuquerque, United States-New York-White Plains, United States-Texas-Houston, United States-California-Irvine, United States-Wisconsin-Madison, United States-California-San Francisco, United States-Nevada-Reno, United States-South Carolina-Charleston, United States-New Jersey-Lawrenceville, United States-Iowa-Des Moines, United States-South Carolina-Columbia, United States-Virginia-Vienna, United States-California-Folsom, United States-Oregon-Portland, United States-Florida-Orlando, United States-Alaska-Anchorage, United States-Texas-Corpus Christi, United States-Minnesota-Minneapolis, United States-Washington-Seattle, United States-Indiana-Indianapolis, United States-Pennsylvania-Pittsburgh, United States-Nevada-Las Vegas, United States-Montana-Billings, United States-Texas-Dallas, United States-Washington-Spokane, United States-California-San Diego, United States-Virginia-Arlington, United States-Colorado-Englewood, United States-Virginia-Norfolk, United States-Pennsylvania-Philadelphia, United States-Texas-Austin, United States-Florida-Miami, United States-Colorado-Denver, United States-California-Sacramento, United States-New York-New York, United States-Kansas-Overland Park, United States-Arizona-Tucson, United States-Michigan-Ann Arbor, United States-Arkansas-Little Rock, United States-North Carolina-Winston-Salem, United States-New Mexico-Santa Fe, United States-Colorado-Colorado Springs, United States-Wisconsin-Milwaukee, United States-Hawaii-Honolulu, United States-Michigan-Detroit, United States-Arizona-Phoenix, United States-Kentucky-Louisville, United States-Georgia-Atlanta, United States-Maine-Portland, United States-California-Walnut Creek, United States-Oklahoma-Oklahoma City, United States-North Dakota-Fargo, United States-Virginia-Richmond, United States-Florida-Jacksonville, United States-Illinois-Chicago, United States-California-Los Angeles, United States-Wyoming-Gillette, United States-Idaho-Boise, United States-North Carolina-Raleigh, United States-Ohio-Cleveland, United States-Florida-Tampa, United States-Texas-San Antonio, United States-West Virginia-Charleston, United States-Ohio-Columbus, United States-New Jersey-Pompton Lakes, United States-Kentucky-Lexington.