Lead Service Designer, Remote Health Experience

Humana, Inc.; Santa Fe (NM); Remote; USD 115,000 - 158,000; Full time

Benefits offered by this job

Bonus incentive plan

Remote-friendly

Job summary

Humana, Inc. in the United States seeks a Lead Service Designer to join the Insurance Product Experience (IPX) team.

You will lead vision definition, research, service design, prototyping, and implementation planning across digital tools and offline touchpoints. Collaborating with UX/UI, product, marketing, and operations, you will run workshops, deliver artifacts like service blueprints and story-driven visuals, and ensure solutions address member needs while aligning with business goals.

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, information design and/or illustration
• Proficiency in 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, Inc. in the United States seeks a Lead Service Designer to join the Insurance Product Experience (IPX) team.

You will lead vision definition, research, service design, prototyping, and implementation planning across digital tools and offline touchpoints. Collaborating with UX/UI, product, marketing, and operations, you will run workshops, deliver artifacts like service blueprints and story-driven visuals, and ensure solutions address member needs while aligning with business goals.