Consultant IV - Service Design

Portland, OR, United States

Job Title: Consultant

Location: Portland, OR

Workplace Type: Hybrid

Salary Range: $105,000 - $120,000 base + 5% - 10% bonus

The Role:

As a Consultant at Propeller, you'll join forces with this dynamic network of top-tier professionals to deliver strategies and projects that captivate, engage, and delight our clients and their audiences. You'll integrate your expertise in user experience and/or service design with a solid foundation in project and change management fundamentals to ensure seamless execution and transformative outcomes. While this role primarily focuses on service design, our consultants may also contribute to a diverse range of projects. We believe in harnessing your unique expertise to elevate every project, even if it diverges from your primary focus. With a strong foundation in project management, you'll transition between assignments, infusing creativity and strategic thinking into every engagement.

Research & Strategy Development:

Conduct comprehensive user research and interviews to gain deep insights into user behaviors, motivations, and pain points, leveraging findings to inform project strategies and drive meaningful change.

Create and leverage design artifacts such as personas, journey maps, service blueprints, and experience success metrics, ensuring alignment with project objectives and client expectations.

Design, build, and execute employee experience and/or customer experience strategies.

Project Management & Facilitation:

Utilize project management techniques to establish clear objectives, manage resources efficiently, and mitigate risks effectively throughout the project lifecycle.

Facilitate discovery and future-state design workshops, training sessions, and collaborative exercises to promote a human-centered approach to problem-solving and product strategies, while also managing change effectively within client organizations.

Communicate ideas and complex concepts clearly and in a user-centered manner, crafting impactful deliverables that resonate with audiences ranging from executives to frontline teams, and effectively conveying product goals both within and outside the team.

Collaboration & Stakeholder Engagement:

Collaborate closely with cross-functional teams and clients (across people, process, and technology) to understand user needs, map touch points, and build roadmaps to improve user experience and drive business value.

Build strong rapport with stakeholders from diverse departments, including product management, engineering, marketing, and customer support, adapting communication styles to suit various groups.

The Qualifications:

A wide variety of backgrounds and experiences may be aligned to the work we do. If you believe you have the qualifications, even if your role titles did not necessarily use the same words, we encourage you to apply. A real person reads all our applications, and your background and experience will be assessed holistically.

Must have:

9+ years of project-based experience within digital landscapes and/or digital products, with a focus on customer research, service design or user experience (UX) design and/or experience strategy development

Demonstrated ability to discern and effectively apply several experience design/ human-centered design methods

Career history that demonstrates progressive responsibilities and accountability

Strong presentation, communication, and facilitation skills

Bachelor's degree

Ability to travel based on client need (up to 25%)

Ability to demonstrate a legal right to work in the U.S.

Nice to have:

Master's degree

Service Design / Customer Experience / Design Thinking certifications e.g., IDEO U, Coursera Design-Led Strategy, Google CX, Forrester

Experience leading and managing teams

The Company:

Propeller is a people-focused management consulting firm that helps individuals, teams, and organizations thrive in change. Organizations hire us to solve problems, inspire transformation, and drive change. We work with clients to align teams and priorities, clear hurdles, and deliver customized solutions. And in doing so, Propeller helps spark, regain, and accelerate the most impactful and energizing force we know: momentum.

Our clients are generally large and mid-size organizations in the retail, technology, healthcare, and utility industries. These organizations are where we drive the most impact, but we serve all different types of clients. We have offices in Portland, San Francisco, Silicon Valley, and Denver - and are growing into Dallas and Minneapolis.

Propeller may be for you if you have an unyielding passion for unraveling complex challenges, delivering creative, impact-driven solutions, and creating lasting progress. You are curious, you thrive in the unknown, and you have the grit to continue moving projects forward while guiding leaders and teams through ambiguous challenges.

The Specifics:

Compensation: We believe in fairly and equitably compensating our employees for their time and experience. We do that by offering a competitive salary, uncapped bonus eligibility, an employee stock ownership program, and many other benefits. Individual salaries are based on a variety of factors, including years of experience, specific skill sets, and anticipated marketability to Propeller clients. The base compensation range for this position is $105,000 to $120,000 plus a 5% - 10% bonus target, which is specific to the location for this job posting. Typically, individuals are not hired at the top of the range for their role; however, base pay ranges are reviewed and updated each year based on performance.

Location: Propeller is a local-for-local consulting firm. We believe being physically present with each other and our clients strengthens our relationships, promotes creativity and innovation, and ultimately produces a stronger, more durable result for our clients and ourselves. Propeller consultants typically work in a hybrid model, spending a portion of their week working from their client site, local Propeller office, and home. In some cases, consultants work full time at their client sites. Exact schedules vary by client engagement. Applicants should currently live in the Portland metro area, or plan to relocate upon hire.

We strive to keep consultants rooted in their local community, minimizing out-of-market travel. This is balanced with an all-firm staffing model and a desire to accommodate growing client demand for in-person work. While some travel may be necessary, it is capped at 25% for this role. We prioritize a tailored approach to travel, taking into consideration individual preferences in project assignments.

Hiring Timeline: The typical hiring process spans 4 interviews across 4 - 6 weeks, but our clients' needs influence our hiring practices. As a result, the timeline for this position is variable and we may expedite or extend the hiring process based on client demand. We value transparency and are committed to keeping you updated on the progress of your application. If there are any updates on the timeline for this role, we will communicate them to you promptly.

Propeller is an Equal Opportunity Employer (EOE). We are committed to attracting, developing, and advancing the most talented individuals regardless of their race, sexual orientation, religion, age, gender, disability status or any other dimension of diversity. You can read more about our commitmentto diversity here.

Also, Propeller is committed to meeting our applicant's accessibility needs throughout the hiring process. If you need any accommodation during the process, such as accessibility accommodations to assist with email, phone, or video communications, or other accommodation matters, please do not hesitate to email [email protected].

Propeller is committed to maintaining and safeguarding the privacy of the information you share with us. Read our privacy policy here .

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