Lead Service Designer

The Lead Service Designer is…

Human-Centered – The Lead Service Designer puts patients at the center of everything they do, always seeking to deeply understand and empathize with them in the entire context of their lives. They are comfortable advocating for patient needs with peers and leaders at the highest level, constantly striving to improve our patients’ journeys and experiences using evidence-backed insights. They are instrumental in devising useful, usable, and delightful experiences end-to end and across varying products, services, and channels.

Strategic – The Lead Service Designer is able to see the bigger picture and understand the broader systemic implications in order to create and orchestrate experiences that are desirable for patients, viable for the business, and operationally and technically feasible. They diligently use best practices and methods to uncover real business and needs, and synthesize insights from research and data to inform decisions at every level of the organization.

Collaborative – The Lead Service Designer is a humble and generous contributor to a cross- functional team. They recognize and respect the deep expertise in others, leveraging it to help move the team forward, often leading design activities like workshops and synthesis sessions.

A Storyteller – The Lead Service Designer is an excellent communicator and comfortable presenting everything from research to design solutions, both verbally and visually to colleagues, stakeholders and senior leaders. They can thoughtfully discuss and justify design decisions, give honest effective feedback to others, and leverage their communication techniques to influence and guide the broader strategy for Humana. They evangelize the value of design, and build buy in and engagement across levels.

Key Responsibilities

The Lead Service Designer is a senior individual contributor and subject matter expert on experience and service design. They work within a cross-functional team to create and drive the delivery of both virtual and in-person service experiences that are impactful for our patients and measurable for the business.

• Framing projects, problems, and opportunity spaces using inputs from stakeholders as well as secondary research

• Drive learning agenda, research planning and research execution to uncover deep insights and identify opportunity areas impactful to both the user and Humana

• Seamlessly facilitate cross-functional teams to build empathy, synthesize findings into insights and generate business recommendations that drive impact

• Generate and thoughtfully articulate future concepts and experience roadmaps that envision how people will interact with the products and services we design

• Build service blueprints that orchestrate end-to-end experiences

• Create prototypes to illustrate digital and/or physical interactions and experiences

• Define test and learn experiments to address critical uncertainties and key experience and performance indicators

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

Vaccine Policy

Humana and its subsidiaries require vaccinated associates who work outside of their home to submit proof of vaccination, including COVID-19 boosters. Associates who remain unvaccinated must either undergo weekly negative COVID testing OR wear a mask at all times while in a Humana facility or while working in the field.

Required Qualifications

• Bachelor’s degree in Design

• A minimum of four years of relevant design experience

• A strong portfolio demonstrating a full understanding of the end-to-end design process and application of user-centered design processes

• Understanding of areas of specialization within the greater design landscape, including but not limited to design research; design strategy; prototyping; willingness to broaden own skillset into adjacent specializations while refining mastery of primary skillset

• Highly collaborative mindset and excellent relationship-building skills, including the ability to engage many diverse stakeholders and SMEs and gain their co-ownership in the outcome

• Minimum of two years of project leadership experience

• Demonstrated ability to plan, execute, and synthesize end-user research

• Demonstrated ability to create design assets (e.g., customer journeys, flows, visual designs, prototypes, etc.)

• Extensive experience with Adobe Creative Suite and other relevant design software

• Strong communication, presentation, and interpersonal skills

Preferred

• Master’s degree in Interaction Design, Industrial Design, Design Strategy, or related field

• Experience designing patient experiences in a healthcare setting