Client Experience Director

We need to output HTML fragment with sections: headings

for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We need to parse the posting. First, there is a description about HDR, employee-ownership model, etc. That's "About the role"? Actually it's about the company and role description. Could be "About the role" or "About HDR". The instruction: use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can use "About the role" heading. We need to preserve all substantive information, not repeat job title, not include Job ID etc. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. At end there is EEO statement and link; we should remove that. We need sections: - About the role: include the introductory paragraphs describing HDR, employee-ownership model, service lines, etc., and description of the Client Experience Director role. - Responsibilities: list of primary responsibilities (Strategy and Program Leadership, Relationship Development..., Client Insights..., Capability Building...). Those are bullet points. - Requirements: maybe "Required Qualifications". Could be under "Requirements" or "Qualifications". The instruction says we can have sections Requirements, Qualifications, Skills. We need to decide which to use. The posting has "Required Qualifications" and "Preferred Qualifications". Also "What We Believe", "Our Commitment", benefits, compensation range, location, schedule, etc. We need to include Benefits if stated. The posting includes benefits description: "We provide a comprehensive benefits package that promotes employee ownership, employee health, performance, and success, which includes medical, dental, vision, short and long-term disability, life insurance, an employee assistance program, paid time away, parental leave, paid holidays, a retirement savings plan with employer match, employee referral bonus and tuition reimbursement." Also note about temporary/part-time limited benefits. So we can include Benefits section. Pay: The posting includes "The expected compensation range for this position depends upon skills, experience, education and geographical location. (Stated benefits are for full-time regular positions. Temporary and part-time roles eligible for limited benefits.) Range $181,000-$326,000". So we have pay range. So include Pay section. Schedule: The posting includes "This is an in-office position that can be based in any established HDR location in the US." Also later "Schedule:Full-time". So schedule is full-time. So include Schedule section. Location: Not a heading we have; we could include under About the role or maybe not needed. The instruction only lists those headings; we can omit location if not a heading. But we need to preserve all substantive information; we could include location in About the role paragraph or maybe a separate section like "Location" but not in allowed headings. Since not listed, we should incorporate location into About the role or maybe a paragraph. We also have "Industry:Marketing/Communications", "Employee Status:Regular", "BusinessClass:Marketing and Admin", "Job Posting:Sep 17, 2026". Those are metadata; we can drop or fold into short paragraph. The instruction: do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short

or drop it. So we can include a short paragraph for metadata like "Posted Sep 17, 2026. Full-time regular position in Marketing/Communications." But we need to avoid duplication. We must not include boilerplate like EEO statement. Now craft HTML. Structure:

About the role

... (company description and role overview)

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 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.
• 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 CX stories; communicate and celebrate CX 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 on 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 and reinforce 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, etc.).

Required 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 of relevant education and highly related experience will be considered in lieu of 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

But we have headings "Qualifications" and "Skills". The instruction gave examples but we can use "Required Qualifications" and "Preferred Qualifications" as headings? It said use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we could use "Qualifications" heading and include both required and preferred inside? Or we could have separate "Required Qualifications" and "Preferred Qualifications" as subheadings? But they said use those examples; not strict. Safer to use "Qualifications" heading and then split into required and preferred lists maybe with

indicating required vs preferred. However we need to preserve all info; we can have two sub-sections but not as headings? Might be okay to have

Qualifications

then

Required:

... then

Preferred:

. That keeps heading count low. Similarly Skills: we could incorporate skills inside Qualifications or separate. But we have many skill-like items in required qualifications (communication skills, analytical skills, etc.). Could create a Skills section but might be redundant. The instruction: prefer a few substantive sections over many thin ones. So maybe combine Required Qualifications and Skills into one Qualifications section. But we also have Preferred Qualifications; we could include them under same. Thus we could have:

About the role

...

Responsibilities

...

Qualifications

Required:

...

Preferred:

...

Benefits

...

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 at any established HDR location in the U.S.).

We also need to include location info maybe in About the role or Schedule. We'll add location in About the role paragraph. Now we need to strip boilerplate: At the end there is EEO statement and link; we remove. Also there is "At HDR, we are committed to the principles of employment equity..." etc. Remove. Also there is "This is an in-office position that can be based in any established HDR location in the US." Already used. Now craft About the role paragraph: combine the initial paragraphs about HDR, employee-ownership model, service lines, etc., and description of the role. Let's write: At HDR, our employee‑ownership model shapes everything we do, including how we support and care for our people. Our diverse service lines, including Water, Architecture, Building Engineering Services, Field Services, Power, Waste, Industrial, and Transportation reflect our commitment to shaping resilient, sustainable, and forward‑thinking communities around the world. Across these disciplines, our teams design and deliver solutions that safeguard public health, enhance quality of life, power innovation, and drive responsible growth. Whether advancing clean water, creating healing and learning environments, engineering next‑generation facilities, or building the infrastructure that moves people and energy, our work is rooted in technical excellence and a shared sense of purpose. Our employee‑owners collaborate across specialties, combining creativity, precision, and deep expertise to solve the most complex challenges facing our clients and communities. Client experience at HDR is built on understanding our clients’ needs, earning their trust, and consistently meeting expectations and delivering value. The Client Experience Director leads HDR's enterprise-wide client experience strategy, helping teams across the organization strengthen client relationships, improve outcomes, and create experiences that differentiate HDR in the marketplace. Working closely with business groups, operations, marketing, project delivery, client service, and corporate leaders, this role translates client insights into meaningful action, fosters a client-centered culture, and drives continuous improvement across the enterprise. The position combines strategic leadership, relationship-building, change management, and performance measurement to advance client loyalty, retention, and long-term growth. That seems good. Now Responsibilities: we need to break into bullet points as above. We need to ensure we don't repeat content. We'll keep the bullet points as described. Now Qualifications: We'll have required and preferred lists. Required list items as per posting: - Minimum of 15+ years of progressive experience in the A/E/C industry - Bachelor’s degree in business