Remote Senior Service Designer — Health Experience Strategy

Humana; Honolulu (HI); Remote; USD 115,000 - 158,000; Full time

Job summary

Humana, Inc. is seeking a Lead Service Designer to shape member experiences across channels within the Insurance Product Experience (IPX) team.

You will lead visioning, research, service design, testing and implementation planning, partnering with stakeholders to define opportunities that improve health insurance journeys. The role requires strong storytelling, rapid prototyping, and collaboration with UX/UI, product, marketing and operations.

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

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. is seeking a Lead Service Designer to shape member experiences across channels within the Insurance Product Experience (IPX) team.

You will lead visioning, research, service design, testing and implementation planning, partnering with stakeholders to define opportunities that improve health insurance journeys. The role requires strong storytelling, rapid prototyping, and collaboration with UX/UI, product, marketing and operations.