Lead Service Designer

Humana Inc; United States; Remote; USD 115,000 - 158,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k)

Paid time off

Disability insurance

Life insurance

Job summary

Humana Inc. is seeking a Lead Service Designer to join the Insurance Product Experience (IPX) team and drive transformation across member experiences. You will lead research, ideation, and prototyping to design end-to-end service solutions that align with business goals and member needs.

The role emphasizes collaboration with UX/UI, product, marketing, and operations, plus staying current with health insurance trends. This remote position may require occasional travel.

Qualifications

• Bachelor’s or Master’s degree in a design or research field.
• 7+ years of relevant industry experience.
• Portfolio showing journey mapping, user research, prototyping, and design basics.
• Proficiency with Figma, Lucid/Miro, PPT, and Adobe Creative Suite.

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, listen well, and build relationships with business stakeholders and partner teams to strengthen cross-enterprise collaboration.
• Stay informed about industry trends in health insurance, digital health, and service design best practices.
• Craft visual stories that are simple to understand and make fuzzy concepts tangible.
• Prototype products and services quickly to test conceptual requirements with stakeholders and users.
• Always articulate the why and keep the member and business problems at the center.

Skills

Journey mapping

User research

Prototyping

Information design

Illustration

Education

Design/research degree

Tools

Figma

Lucid/Miro

PPT

Adobe Creative Suite

Job description

Become a part of our caring community At Humana, our commitment to whole-person health drives everything we do. We serve millions of members across the country with the goal of making healthcare more human, more compassionate, and more accessible. As we continue to evolve into a leading health and well-being company, we are reimagining member experiences to deliver empathy, clarity, and ease—at every touchpoint.

We’re seeking a systems-minded, impact-driven Lead Service Designer to help lead that transformation as part of our Insurance Product Experience (IPX) team.

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 the member's 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

Humana, a Fortune 50 Healthcare Company Humana is a Fortune 50 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’ve ranked #1 among health insurers on Forrester’s CX Index, benchmarking the best in Customer Experience, multiple years in a row. 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.

Work at Home

Requirements: To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Travel

While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

40

Pay Range

$115,200 - $158,400 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

• medical, dental and vision benefits
• 401(k) retirement savings plan
• time off (including paid time off, company and personal holidays, paid parental and caregiver leave)
• short-term and long-term disability
• life insurance and many other opportunities

Application Deadline

11-06-2026

About us

About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company.

Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large.

Learn more about what we offer atHumana.comand atCenterWell.com.

Equal Opportunity Employer

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.