Lead Service Designer - Member Experience (Remote)

Humana, Inc.; San Juan (PR); Remote; USD 115,000 - 158,000; Full time

Job summary

Humana’s Insurance Product Experience (IPX) team seeks a Lead Service Designer to shape member experiences across channels, partnering with business stakeholders to define opportunities and deliver impactful service design solutions.

You will lead research, co-creation workshops, and artifact delivery while collaborating with UX/UI, product, marketing, and operations teams to ensure cohesive digital and offline experiences. Remote-friendly with travel as needed.

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.

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.

Skills

Journey mapping

User research

Prototyping

Information design

Illustration

Education

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

Tools

Figma

Lucid/Miro

PPT

Adobe Creative Suite

Job description

Humana’s Insurance Product Experience (IPX) team seeks a Lead Service Designer to shape member experiences across channels, partnering with business stakeholders to define opportunities and deliver impactful service design solutions.

You will lead research, co-creation workshops, and artifact delivery while collaborating with UX/UI, product, marketing, and operations teams to ensure cohesive digital and offline experiences. Remote-friendly with travel as needed.