Lead Service Designer – Remote Health Experience

Humana, Inc.; Hartford (CT); Remote; USD 115,000 - 158,000; Full time

Job summary

Humana, Inc. is seeking a Lead Service Designer to shape member experiences across the Insurance Product Experience (IPX) team.

You will lead vision definition, conduct research, and guide cross-functional workshops to translate complex needs into tangible service improvements. You will design artifacts like service blueprints and prototypes, collaborating with UX/UI, product, marketing, and operations to ensure seamless integration of digital and offline touchpoints while staying current with

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

7+ years experience

Portfolio

Design tools

User research

Education

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

Tools

Figma

Lucid/Miro

PowerPoint

Adobe Creative Suite

Job description

Humana, Inc. is seeking a Lead Service Designer to shape member experiences across the Insurance Product Experience (IPX) team.

You will lead vision definition, conduct research, and guide cross-functional workshops to translate complex needs into tangible service improvements. You will design artifacts like service blueprints and prototypes, collaborating with UX/UI, product, marketing, and operations to ensure seamless integration of digital and offline touchpoints while staying current with