Principal Service Designer

As a Principal Service Designer, you will lead complex, cross-functional design initiatives that span the entire service ecosystem. You’ll work across insurance, digital, operations, clinical, and support teams to orchestrate experiences that are not only desirable for members—but also feasible and sustainable for the business.

You’ll serve as a strategic partner and craft leader, helping teams zoom out to see the system, align on where to intervene, and design services that deliver clarity, reliability, and care.

Key Responsibilities

• Service Strategy & Vision: Define and drive service design strategy across enterprise initiatives, connecting member needs to operational capabilities.
• Systems Thinking: Create service blueprints, journey maps, and ecosystem models that bridge frontstage and backstage experiences, end-to-end.
• Cross-Functional Leadership: Facilitate alignment across teams and business partners to deliver coherent, multi-touchpoint services.
• Practice Development: Mentor designers, evolve service design methods, and contribute to the growth of Humana’s design culture.
• Measurement & Impact: Define success metrics and lead post-launch evaluations to ensure services deliver measurable value.
• Operational Integration: Collaborate with process and operational teams to ensure services are deliverable, scalable, and grounded in real-world constraints.
• Storytelling & Influence: Use compelling narratives and visual frameworks to build empathy, drive decisions, and influence senior stakeholders.

Use your skills to make an impact

Required Qualifications

• 12+ years of experience in service design or systems-oriented experience design
• Deep fluency in service design methods: blueprinting, journey mapping, prototyping, facilitation, and storytelling
• Experience designing services that span digital tools and offline delivery (e.g., human interactions, physical spaces)
• Proven ability to lead through ambiguity and drive clarity in complex systems
• Strong collaboration and stakeholder engagement skills across business functions
• Experience with Agile product teams and cross-functional delivery
• Bachelor’s or advanced degree in Design, HCD, or a related field
• Portfolio demonstrating strategic service design leadership and measurable impact

Work-At-Home Information

To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:

• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested.
• Satellite, cellular and microwave connection can be used only if approved by leadership.
• Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
• Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.