Remote Senior Service Designer - Healthcare Experience

Humana Inc; Springfield (IL); Remote; USD 78,000 - 108,000; Full time

Job summary

Humana Inc is seeking a Senior Professional Service Designer to lead service design initiatives that improve patient, customer, associate, and caregiver experiences across CenterWell. You will translate research into service concepts and blueprint frontstage and backstage interactions.

The role involves discovery research, stakeholder interviews, journey-mapping sessions, and workshops, with a focus on aligning people, processes, technology, and data to deliver the intended experience.

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 storytelling, presentations, and facilitation for leaders and partners.
• Proficiency with Microsoft applications and collaborative research, mapping, and visualization tools.
• Strong organizational and project management skills across multiple workstreams.
• Summarize qualitative and quantitative inputs into clear opportunities and recommendations.
• Comfort conducting discovery research, partner interviews, contextual inquiry, observation, and workshops.

Responsibilities

• Plan and facilitate discovery research, partner interviews, journey-mapping sessions, and workshops.
• Create current and future-state service and experience blueprints detailing frontstage and backstage interactions.
• Translate findings into actionable opportunities and recommendations across people, processes, technology, and data.

Skills

Service design

Experience design

Design research

Stakeholder communication

Service blueprints

Journey mapping

Project management

Education

Bachelor's degree

Master's degree

Tools

Microsoft Office

Mapping/ visualization tools

Job description

Humana Inc is seeking a Senior Professional Service Designer to lead service design initiatives that improve patient, customer, associate, and caregiver experiences across CenterWell. You will translate research into service concepts and blueprint frontstage and backstage interactions.

The role involves discovery research, stakeholder interviews, journey-mapping sessions, and workshops, with a focus on aligning people, processes, technology, and data to deliver the intended experience.