Senior Service Designer

As a Senior Service Designer, you will be reporting to the AVP of Design strategy, your role will be specifically focused on Humana Medicare members during their enroll and onboard moments of their Humana journey. You will work with an agile methodology to grow our membership by delivering desirable experiences to consumers that improve clinical outcomes and help members achieve their best health, while driving profitability to support the long-term sustainability of our offerings. You will collaborate with the cross functional journey architecture team to create and iterate the E2E view of the first 365 days of a members experience with Humana. You will help to coordinate seamless connectivity across channels, touchpoints, and platforms, using strategic tools such as archetypes, current state journey mapping and blueprinting, future state visioning and storyboarding, all the way through into service concept testing and pilot design. Your work will be driven by segment specific business intelligence data and ethnographic research in service of developing targeted moments, needs, and opportunities where the journey architecture teams can design, test, and deliver optimized experience.

Responsibilities

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.

Humana has a market leading Medicare Advantage and Medicare Prescription drug businesses, with full-year revenue reaching $77.2 billion in 2020, an increase of nearly 20% from $64.9 billion in 2019. Humana also continues to invest in developing a robust integrated care delivery model that integrates insurance with high value health care services, such as Primary Care, Home Care, and Pharmacy. Humana is consistently recognized as a top place to work in healthcare, especially in areas of Diversity and Inclusion.

Your Future Team- Experience Strategy & Transformation

Humana’s Consumer Experience Strategy and Journey Design team was formed to deliver one thing: a personalized, seamless and easy healthcare experience for all our members. This team operates with a mandate to break down traditional silos and design solutions based on how our members seek and receive care, not how operating groups structure themselves. By teaming differently, pioneering agile methodologies, and relentlessly focusing on the consumer experience, the Consumer Experience Strategy and Design team seeks to deliver on this promise for all our members.

The Consumer Experience Strategy and Journey Design team supports this consumer-centric operating model from the moment a member learns about Humana through their first year as a member in our care. This team consists of strategy leaders dedicated to supporting a cross-functional teams of design strategists, technologists and operators. This team combines classical strategy methodologies with a pragmatic operational “get-it-done” approach alongside several impacted business areas, including clinical services, sales, marketing, IT/technology, and customer service.

Responsibilities

Within Humana’s Retail Experience Transformation Team we are explorers, listeners, creators, and thinkers working together with our lines of business to create connected experience journeys that drive business and user value and impact.

As part of a multi-disciplinary team comprised of business strategy, design strategy, product strategy, business intelligence, data analysis, and product and experience orchestration the Senior Service Designer will:

• Assist with the creation of service and product concepts either through storyboarding, wireframing, and/or other visual mediums to facilitate future state micro-journey concepts.
• To support current state research and competitive benchmarking per micro-journey
• Recruit/Screen candidates for research and concept testing.
• Develop research plans and/or interview guides for sessions
• Train other team members to get them up and running on their own research and concept studies
• Synthesize all research findings and work with product managers and other team members to add to backlog
• Work to iterate requirements, concepts, and other vision documentation
• Develop Experience or Service design flows with either UX or process team collaborators and all associated assets (training guides, marketing materials, customer service guides etc)
• Work collaboratively with customers, operators and leadership to propose novel experience improvements that align to priority measures
• Be a great storyteller, who can seamlessly lead teams to synthesize findings into insights and business recommendations that drive impact
• Collaborate and co-create with product teams and business partners quantify value the of a concept, design operational roles and processes, and build business models for larger deployment
• Create communication artifacts that define current state and future state of the optimized experience.

Required Qualifications

• 4+ years of relevant experience, or equivalent and 1-2 years of demonstrated horizontal leadership experience (i.e., projects, initiatives)
• Advanced level powerpoint, Figma or sketch, illustrator/in-design or other communications design software
• Experience doing service design or UX in agile environments with lean design support
• Demonstrated experience collaborating with cross-disciplinary agile teams in regular sprint cadences
• Primary consumer research experience, having contributed to compliant ethnographic studies in consumer homes touching on advanced subjects in the healthcare context
• Demonstrated ability to translate consumer needs into conceptual experience models, design tests to validate hypotheses, refine experiences and deploy at scale through operating partners
• Ability to quickly illustrate new ideas, concepts, and experiences visually to aid in story-telling and alignment toward a common north-star.
• Expert facilitator with ability to design and deliver focus groups, workshops and multiple types of custom (co)design sessions with consumers and business SMEs
• The ability to communicate and influence senior executives to individual contributors
• Excellent time management skills, bringing the ability to quickly put structure in place to manage work in a dynamic complex environment

Preferred Qualifications

• Bachelor’s design degree in (Communications Design, Service Design, Design Research, or UX) or equivalent experience in a related field
• Storyboarding, illustrating, and or animation skills either digitally or hand drawn
• Ability to navigate in a fast-paced environment and prioritize tasks with competing deadlines
• Strong interpersonal skills and an ability to productively collaborate across various organization/functions