Remote Senior Service Designer: Experience & Blueprint Lead

Humana Inc; Madison (WI); Remote; USD 78,000 - 108,000; Full time

Job summary

Humana Inc. seeks a Senior Professional Service Designer to lead service design projects across CenterWell lines of business, translating research into blueprints and actionable recommendations that align people, processes, technology, and data.

You will plan and facilitate discovery research, conduct partner interviews, run journey-mapping sessions, and craft current and future-state service blueprints to improve patient, customer, associate, and caregiver experiences.

Qualifications

• Bachelor's degree in service design, design, human-centered design, or related field.
• 3+ years in service design, experience design, design research, or related field.
• Storytelling, presentation, and facilitation skills for leaders and partners.
• Experience creating service graphs: blueprints, journeys, ecosystem maps, and processes.
• Proficiency with Microsoft applications and collaboration tools for mapping insights.
• Strong organizational and project management skills across multiple workstreams.
• Ability to summarize qualitative and quantitative inputs into opportunities and recommendations.
• Comfort with discovery research including partner interviews and workshops.

Responsibilities

• Plan and facilitate discovery research, partner interviews, and workshops.
• Translate findings into service concepts, experience strategies, and actionable recommendations.
• Create current and future-state service blueprints and customer journeys.
• Coordinate frontstage and backstage interactions, dependencies, and data elements.

Skills

service design

facilitation

storytelling

journey mapping

stakeholder communication

project management

discovery research

Education

Bachelor's degree in related field

Master's degree preferred

Tools

Microsoft Office

visualization tools

mapping tools

Job description

Humana Inc. seeks a Senior Professional Service Designer to lead service design projects across CenterWell lines of business, translating research into blueprints and actionable recommendations that align people, processes, technology, and data.

You will plan and facilitate discovery research, conduct partner interviews, run journey-mapping sessions, and craft current and future-state service blueprints to improve patient, customer, associate, and caregiver experiences.