Kathryn Jarrell Email & Phone Number

Portland, Oregon Area

Partnering with courageous organizations to innovate their customer and employee experiences.

Portland, Oregon Area

XPLANE is a design consultancy specializing in strategic planning, culture, and experience design. As the head of service delivery I filled a wide-ranging list of responsibilities and loved every minute of it. I was accountable for both the internal employee experience as well as the external customer experience and believe the two are inextricably connected. I am a true systems thinker and this role allowed me to put that to good use.Responsibilities• Member of the executive team accountable for the customer and employee experience • Oversaw five key functions; Program Management, Design, Consulting, HR, and Marketing• Directly managed seven functional leaders through strategic direction, goal setting, and budgeting• Developed and maintained key delivery processes and tools• Built and maintained company communication ecosystem• Led the execution of all company-wide, cross functional strategic initiatives• Delivered strategic planning and change programs to top tier accounts• Contributed to sales and net new business developmentAccomplishments• Met and/or exceeded customer satisfaction goals consistently and increased Net Promoter Score by 20% and the number of customer responses by 40% in 2016• Exceeded employee satisfaction targets consistently and awarded as OR 100 Best Companies 3 out of 4 yrs• Designed and facilitated the strategic planning process for the leadership team• Represented the company through attending and speaking at industry events and conferences• Generated thought leadership on company culture and team performance• Generated 2 new offerings and various delivery innovations in response to customer insights

Portland, Oregon Area

• Helped the organization scale 20-30% annually through design and communication of key delivery processes• Responsible for project profitability and customer satisfaction• Developed and maintained key delivery processes and tools• Improved project profitability through implementation of a scalable scoping tool and process

Portland, Oregon Area

• Led XPLANE’s largest accounts: Intel and Intercontinental Hotels Group (IHG)• Grew the Intel account from 200k to over 1M in revenue in one year• Successfully managed print work, animations, and complex interactive work• 2009 XPLANE “WOW” employee of the year

Portland, Oregon Area

XPLANE was acquired by Dachis Group in 2010 and operationally joined from 2011 - 2013. I served as the head of project management during that time. The company became independent again in 2013.• Oversaw a team of 17 Project Managers located across the US• Brought together the PMO from 3 distinct companies and worked to create a unified project management approach• Helped improve struggling accounts through coaching and hands on involvement