Client Experience Director

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.

• 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.

• 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.

• 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.

• 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,…