Lead Service Designer

Humana; United States; Remote; USD 120,000 - 165,000; Full time

Job summary

Humana's Insurance Product Experience (IPX) team seeks a Strategy & Service Designer to tackle member challenges across healthcare experiences. You will define opportunities, conduct research, and plan for implementation, partnering with UX/UI, product, marketing and operations to connect digital tools with offline touchpoints.

The role focuses on framing, research, service design, testing and implementation planning, requiring a curious, collaborative leader who can translate complex problems

Qualifications

• Bachelor’s or Master’s degree in a design or research field.
• 7+ years of relevant industry experience.
• Portfolio demonstrating journey mapping, user research, prototyping and information design/illustration.

Responsibilities

• Lead vision definition, concept development, user research, analysis, prototyping and implementation planning.
• Lead co-creation workshops with cross-functional stakeholders to align on needs and ideas.
• Design and deliver artifacts like service blueprints, prototypes, frameworks and illustrations.
• Collaborate with UX/UI designers, product, marketing and operations for integrated experiences.
• Demonstrate emotional IQ and build relationships with stakeholders and partners.
• Stay informed on health insurance, digital health and service design trends.

Skills

Journey mapping

User research

Prototyping

Information design

Illustration

Education

Bachelor’s or Master’s degree in design or research field

Tools

Figma

Lucid/Miro

PPT

Adobe Creative Suite

Job description

Role Overview

Humana’s Insurance Product Experience (IPX) team was established to think holistically about the member experience, embedding with business stakeholders and looking across channels to identify and define opportunities to better support our members across the healthcare and health insurance experience. Our team serves a unique role for the enterprise in bringing together stakeholders and partners to define future experiences and to deliver against our experience vision.

Our Strategy & Service Designers play a key role in this process, supporting concept initiatives across framing, research, service design, testing, and planning for implementation. We are looking for a highly curious and hardworking designer who is ready to dive into a multitude of member challenges and opportunities from helping people find a provider that meets their needs to reimagining the moment members apply for a new plan. If you are motivated by making real change in an industry where it’s much needed, we would love to talk.

Responsibilities

• Lead vision definition and concept development projects, user research, analysis and synthesis, concept ideation, prototyping and testing, and implementation planning


• Lead co-creation workshops and ideation sessions with cross-functional stakeholders and channel partners to align on needs and generate ideas for improving service experiences


• Accountable for designing and delivering artifacts integral to communicating our work, e.g., service blueprints, low- and mid-fidelity prototypes, frameworks, concept illustrations, slides


• Collaborate with UX/UI designers, product teams, marketing, and operations to ensure seamless integration between digital tools and offline touchpoints


• Demonstrate emotional IQ, ability to listen, and thoughtfulness to establish relationships with our business stakeholder and channel partner teams, and strengthen our ability to deliver through cross enterprise collaboration


• Stay informed about industry trends in health insurance, digital health, and service design best practices

An exceptional Lead Service Designer will…

• Craft visual stories that are simple to understand, interesting, and make fuzzy concepts tangible.


• Quickly prototype products and services to test conceptual requirements, demonstrating to stakeholders and users how we might address a problem or need.


• Never lose sight of the member and business problem, and always articulate the why.


• Deliver thoughtful work efficiently.

Use your skills to make an impact

Required Qualifications

• Bachelor’s or Master’s degree in a design or research field


• 7+ years of relevant industry experience


• Portfolio demonstrating foundational skills in journey mapping, user research, prototyping, information design and/or illustration.


• Proficiency in design tools such as Figma, Lucid/Miro, PPT, and Adobe Creative Suite