Senior Service Designer

At Humana’s Digital Health & Analytics Experience Center we are explorers, listeners, creators, and thinkers working together to influence the way that people care for themselves and one another.

We are seeking individuals who are passionate about solving big problems in healthcare for seniors, with experience in understanding consumers’ underlying needs and how to go about addressing them. Above all else we are human-centered, kind and respectful, and always looking to understand and support our members. Come help us redefine the future of Healthcare.

Responsibilities: 

At Humana’s Digital Health & Analytics Experience Center we are explorers, listeners, creators, and thinkers working together to influence the way that people care for themselves and one another.

We are seeking individuals who are passionate about solving big problems in healthcare for seniors, with experience in understanding consumers’ underlying needs and how to go about addressing them. Above all else we are human-centered, kind and respectful, and always looking to understand and support our members. Come help us redefine the future of Healthcare.

The Senior Innovation Designer is… 

Human-Centered – The Senior Innovation Designer puts people 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 member needs with peers and leaders at the highest level, constantly striving to improve the member’s journey and experience using evidence-backed insights. They are instrumental in devising useful, usable, and delightful experiences for members end-to end and across varying products, services, and channels.

Strategic – The Senior Innovation 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 members, viable for the business, and operationally and technically feasible. They diligently use best practices and methods to uncover real business and member needs and synthesize insights from research and data to inform decisions at every level of the organization.

Collaborative – The Senior Innovation 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 Senior Innovation 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.

Key Responsibilities

The Senior Innovation Designer is an individual contributor with human-centered innovation experience. 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 members and measurable for the business.

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

•                Plan and execute primary research to uncover deep insights and identify opportunity areas impactful to both the user and Humana.

•                Plan and execute virtual and in-person work-sessions with a broad range of stakeholders helping to gain alignment at every stage of development

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

•                Build service blueprints, among other deliverables, that orchestrate end-to-end experiences.

•                Plan and execute test and learn experiments to address critical uncertainties and key experience and performance indicators.

Set yourself apart:

• Ability to learn new software quickly; experience with Microsoft Office, Adobe Creative Suite, Figma, Sketch, InVision, Axure, Confluence, or JIRA is a plus.
• Extensive knowledge of and experience with driving and applying user-centered design processes. Accustomed to working collaboratively with end users and cross-functional team members.

• Understanding of areas of specialization within the greater design landscape, including but not limited to Design Research, Visual Design, and Content Design; willingness to broaden own skillset into adjacent specializations while refining mastery of primary skillset.
• Ability to create pitch decks, experience maps, user journeys and service blueprints, interaction models, flows, and wireframes.
• Knowledge of rapid prototyping methods, ranging from paper sketching to digital prototypes.

Required Qualifications

• 3-5 years of relevant industry experience
• Bachelor’s design degree or equivalent experience in a related field.
• Work samples or a portfolio demonstrating required skills and experience