Experience & Service Simplification Lead

Humana Inc; Chicago (IL); Hybrid; USD 100,000 - 130,000; Full time

Job summary

Humana Inc. is seeking an Experience & Service Simplification Lead to support AI-driven design solutions. In this role, you will leverage AI tools to drive internal team collaboration and deliver impactful health outcomes.

This position requires strong experience in service design, a deep understanding of healthcare ecosystems, and an ability to work cross-functionally. The role allows for remote or hybrid work in locations including Chicago, IL, or other major US cities.

Qualifications

• 5+ years in experience strategy or service design, with contribution to AI-native or generative AI tools.
• Familiarity with healthcare ecosystems and design tools.
• Proven experience working cross-functionally with design and engineering teams.

Responsibilities

• Support the development of the platform’s experience roadmap.
• Ensure actionable insights for user challenges.
• Integrate AI features with engineering teams.
• Collaborate across functions to align on priorities.
• Stay informed on trends in AI-augmented design.

Skills

User Empathy

AI Fluency & Ethics

Strategic Communication

Analytical & Iterative Approach

Tools

Figma

NLP

Job description

Become a part of our caring community

We are seeking an Experience & Service Simplification Lead to support the vision and execution of our transformative AI-native digital playbook. In this role, you will leverage AI-driven tools to empower internal teams to ideate, prototype, validate, and refine solutions that improve experiences and outcomes for key stakeholders. You will translate complex experience strategies into actionable, human-centered solutions by utilizing AI for opportunity identification, business case support, solution ideation, journey simulation, and iterative feedback, ensuring outputs are compliant and impactful. Success in this position means enabling internal partners to deliver higher-quality, faster-to-market solutions that reduce burden, enhance engagement, improve efficiency, and support positive health outcomes.

Program Summary

The Simplification Center of Excellence (CoE) is building a new enterprise capability that helps teams create simpler, more effective, and more human‑centered solutions for associates, members, patients, and providers. Joining this team means contributing directly to how the organization understands work today and builds better experiences for the future.

The CoE develops shared tools, methods, and guidance that support teams from discovery through delivery—bringing together process insight, research, ideation, rapid prototyping, and impact assessment to improve both speed and quality of outcomes. By establishing these capabilities, the team enables more informed decisions, stronger solution design, and greater confidence in what gets built and delivered.

Key Responsibilities

• Contribute to Experience Vision & Strategy: Support the development and evolution of the platform’s experience roadmap as an AI-powered solutions accelerator. Enable internal users to rapidly design empathetic, efficient, and accessible solutions using AI-guided workflows for discovery, ideation, prototyping, simulation, and iteration.
• Promote Human-Centered Experience Excellence: Ensure the platform surfaces actionable insights that help internal teams anticipate and address real-world challenges for employees, patients, members, and providers.
• Embed AI Responsibly & Effectively: Partner with AI/ML and engineering teams to integrate generative, predictive, and simulation capabilities. Support the prioritization of features such as AI-assisted journey mapping, ethical design checks, personalized guidance, and simulated impact previews.
• Prompt Engineering Support: Apply established prompt engineering frameworks and best practices to maximize the effectiveness of the AI digital playbook as a strategic design guide. Assist in developing and refining prompting techniques for problem statements, opportunity ranking, solution ideation, regulatory alignment, and iterative refinement.
• Cross-Functional Partnership: Collaborate with product, business, engineering, clinical/operational subject matter experts, compliance, and frontline representatives to align on priorities and facilitate feedback loops that bridge internal solution capabilities with user needs.
• Innovation & Thought Leadership: Stay informed on emerging trends in AI-augmented design, co-creation tools, and experience innovation. Champion ethical AI use and contribute to internal upskilling, supporting the platform’s position as a workforce transformation differentiator.

Core Skills & Attributes

• User Empathy: Strong commitment to understanding both internal team and end-user needs.
• AI Fluency & Ethics: Comfort with generative AI concepts, with attention to transparency, bias mitigation, accessibility (WCAG), and compliance standards (e.g., HIPAA).
• Strategic Communication: Effective at influencing and facilitating discussions across diverse functions.
• Analytical & Iterative Approach: Ability to leverage data and feedback for continuous improvement.

Required Qualifications

• Experience: 5+ years in experience strategy, service design, or related fields, with demonstrated contribution to AI-native or generative AI products/tools. Experience in enterprise, healthcare, or design-enablement settings is preferred.
• Domain & Technical Expertise: Familiarity with healthcare ecosystems (frontline workflows, patient/member/provider journeys, regulatory considerations). Proficiency with design tools (e.g., Figma) and AI technologies (generative models, NLP). Hands‑on experience with prompt engineering in guided or creative applications.
• Prompt Engineering Skills: Ability to apply, test, and refine prompt strategies for context-aware AI assistance in design and decision-making workflows.
• Collaboration: Proven experience working cross-functionally with design, product, engineering, compliance, and operational teams.

This role is not eligible for work visa sponsorship.

Reports To

Director of Experience & Service Simplification

Work Style

This position's work style is open to remote or hybrid from any of the locations listed below. Qualified candidates are required to currently live in, or be willing to move to, a commutable distance from one of these locations.

Market Location Options

• Dallas, TX
• Louisville, KY
• New York City, NY
• Washington, DC (Arlington, VA)
• Chicago, IL
• Fort Lauderdale, FL

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our accessibility resources.