Senior Service Designer

Humana, a Fortune 60 Healthcare Company

Humana is a Fortune 60 healthcare company with a history of successful innovation and reinvention, with over 50 years as a proven leader and innovator in the health and wellness industry. A passionate emphasis on people, choice, well-being, and innovation guide our business and culture. We’re not just a health insurance company, our diverse lines of business position us to serve millions of people with a wide range of needs, including seniors, military members, and self-employed individuals.

How We Work 

• Collaborative Mindset: Work collaboratively with customers, product management, operators, and leadership to propose novel experience improvements for unique and diverse customer populations

• Mastering the Craft: Build repeatable, effective tools and processes to reduce the time from consumer insights to validated release of new experiences in production

• Relentless Curiosity: Drive customer research agenda, working with research, marketing and experience teams to coordinate and ensure activity aligns to strategy and knowledge gaps

• Insightful Storytelling: Lead teams to synthesize findings into insights and business recommendations that engender empathy and drive impact

• Problem Solving Start To Finish: Track implementation of end-to-end experience for each customer archetype and/or segment, tying improvement activities to key measures that create customer and business value

• Attention To Detail: Design and maintain useful visual artifacts to describe the member and associate experience, including detailed end-to-end service blueprints/journey maps across all member touchpoints

• Balanced Approach: Collaborate and co-create with product teams and business partners to quantify the value of a concept, design operational roles and processes, and build business models for larger deployment

  Required Qualifications

• Bachelor’s Degree in a design related field

• 4-6 years of experience with user experience design

• 3+ years of experience with Design Thinking, Service Design, Design Strategy, user-centered design methodologies

• Experience with horizontal leadership (i.e., an ability to productively collaborate across various organizations to drive cross-functional initiatives)

• Expert facilitator with ability to design and deliver multiple types of design activities with consumers and business stakeholders

• Demonstrated ability supporting user experience needs from design definition to execution and measurement in multiple channels

• Experience with conducting user experience research

• Advanced communication and storytelling abilities

• Experience working with product teams using an Agile methodology

• Demonstrated ability to work in a dynamic, complex, fast-paced environment

 Additional Requirements