Remote Lead Service Designer - Health Insurance Experience

Humana, Inc.; Phoenix (AZ); Remote; USD 115,000 - 158,000; Full time

Job summary

Humana’s Insurance Product Experience (IPX) team seeks a Lead Service Designer to drive member-focused service design across channels, embedding with business stakeholders and partners. You’ll lead research, ideation, prototyping, and implementation planning to transform the member experience in health insurance.

You’ll collaborate with UX/UI, product, marketing, and operations to ensure seamless integration of digital tools with offline touchpoints, delivering tangible outcomes for members and

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 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

User research

Journey mapping

Prototyping

Service design

Education

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

Tools

Figma

Lucid/Miro

PPT

Adobe Creative Suite

Job description

Humana’s Insurance Product Experience (IPX) team seeks a Lead Service Designer to drive member-focused service design across channels, embedding with business stakeholders and partners. You’ll lead research, ideation, prototyping, and implementation planning to transform the member experience in health insurance.

You’ll collaborate with UX/UI, product, marketing, and operations to ensure seamless integration of digital tools with offline touchpoints, delivering tangible outcomes for members and