Remote Healthcare Service Design Lead

Humana, Inc.; Boston (MA); Remote; USD 78.000 - 108.000; Vollzeit

Benefits dieser Stelle

Bonus incentive plan

Zusammenfassung

Humana, Inc. is seeking a Senior Professional Service Designer to lead service design initiatives that enhance experiences for patients, customers, associates, and caregivers across CenterWell lines of business.

You will translate research into concrete service concepts, experience strategies, and actionable recommendations that align people, processes, technology, and data. In this remote role, you will plan discovery research, conduct partner interviews, and facilitate workshops to identify

Qualifikationen

• Bachelor's degree in service design, design, human-centered design, design research, behavioral or social sciences, business, or related field.
• 3+ years of experience in service design, experience design, design research, or related field.
• Experience with written, verbal, visual storytelling, presentation, and facilitation skills; ability to communicate recommendations to leaders and partners.
• Demonstrated experience creating service blueprints, experience blueprints, customer journeys, ecosystem maps, process flows, and other service design artifacts.
• Proficiency with Microsoft applications and collaborative research, mapping, and visualization tools used to document insights and develop service design artifacts.
• Strong organizational and project management skills; ability to plan discovery activities, coordinate contributors, manage dependencies, and deliver across multiple workstreams.
• Ability to summarize qualitative and quantitative inputs, identify connections across people, processes, technology, and data, and translate findings into opportunities.
• Comfort conducting discovery research, including partner interviews, contextual inquiry, observation, and collaborative workshops, and summarize findings into actionable insights.
• Passion for contributing to an organization focused on improving consumer experiences.

Aufgaben

• Lead service design projects to improve patient, customer, associate, and caregiver experiences across Humana's core businesses.
• Plan and facilitate discovery research, partner interviews, journey-mapping sessions, and workshops.
• Create current and future-state service and experience blueprints that clarify frontstage and backstage interactions and handoffs.
• Translate findings into clear opportunities and recommendations that align people, processes, technology, and data.

Kenntnisse

Storytelling

Communication

Project management

Synthesis & analysis

Discovery research

Facilitation

Stakeholder interviews

Ausbildung

Bachelor's degree in service design

Master's Degree

Tools

Microsoft Office

Mapping & visualization tools

Jobbeschreibung

Humana, Inc. is seeking a Senior Professional Service Designer to lead service design initiatives that enhance experiences for patients, customers, associates, and caregivers across CenterWell lines of business.

You will translate research into concrete service concepts, experience strategies, and actionable recommendations that align people, processes, technology, and data. In this remote role, you will plan discovery research, conduct partner interviews, and facilitate workshops to identify