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 lead 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.

Required Qualifications

• 10+ 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