Remote Senior Service Design Lead

Service Design Jobs; United States; Remote; USD 78,000 - 108,000; Full time

Benefits offered by this job

Bonus incentive plan

Medical, dental and vision benefits

401(k) retirement savings plan

Paid time off and holidays

Job summary

Humana is seeking a Senior Professional Service Designer to lead service design projects that improve patient, customer, associate, and caregiver experiences across our core businesses. You will translate research and stakeholder insights into service concepts, experience strategies, and actionable recommendations.

This role supports discovery research, partner interviews, journey mapping, and workshops to identify opportunities, and you will develop current and future-state service blueprints

Qualifications

• Bachelor’s degree in service design, design, human-centered design, design research, behavioral or social sciences, business, or a related field.
• 3+ years of experience in service design, experience design, design research, or a related field.
• Experience with written, verbal, visual storytelling, presentation, and facilitation skills, with the 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, with the ability to plan discovery activities, coordinate contributors, manage dependencies, and deliver high-quality work across multiple workstreams.
• You will summarize qualitative and quantitative inputs, identify connections across people, processes, technology, and data, ask questions, and translate findings into clear opportunities and recommendations.
• Comfort conducting discovery research, including partner interviews, contextual inquiry, observation, and collaborative workshops, and summarizing findings into applicable insights.
• Must be passionate about contributing to an organization focused on improving consumer experiences.

Responsibilities

• Lead service design projects across core Humana businesses and align outcomes with strategic goals.
• Plan and facilitate discovery research, partner interviews, journey-mapping sessions, and workshops to identify opportunities for service improvement.
• Create current and future-state service and experience blueprints that clarify frontstage and backstage interactions, handoffs, dependencies, pain points, and required elements across people, processes, technology, and data.
• Translate research findings into clear opportunities and recommendations communicated to leaders and partners.

Skills

Storytelling & presentation

Facilitation

Service blueprints & journeys

Stakeholder interviews

Project management

Research synthesis

Education

Bachelor's degree in service design or related field

Tools

Microsoft Office

Mapping tools

Visualization tools

Job description

Humana is seeking a Senior Professional Service Designer to lead service design projects that improve patient, customer, associate, and caregiver experiences across our core businesses. You will translate research and stakeholder insights into service concepts, experience strategies, and actionable recommendations.

This role supports discovery research, partner interviews, journey mapping, and workshops to identify opportunities, and you will develop current and future-state service blueprints