Senior Healthcare Service Designer - Patient Experience

Humana Inc; Cheyenne (WY); Remote; USD 78,000 - 108,000; Full time

Job summary

Humana Inc. is seeking a Senior Professional Service Designer to lead service design efforts across CenterWell. The role translates research and stakeholder insights into actionable service concepts that align people, processes, technology and data.

You will plan and facilitate discovery research, conduct interviews, journey-mapping sessions, and workshops to uncover opportunities for service improvement, and create blueprints that map frontstage and backstage interactions.

Qualifications

• Bachelor's degree in service design, design, human-centered design, design research, behavioral or social sciences, business, or related field.
• 3+ years of experience in service design, experience design, design research, or related field.
• Experience in written, verbal, visual storytelling, presentation, and facilitation for leaders and partners.
• Demonstrated experience creating service blueprints, experience blueprints, customer journeys, ecosystem maps, and process flows.

Responsibilities

• Lead service design projects to improve patient, customer, associate, and caregiver experiences across Humana CenterWell.
• Support discovery research planning and facilitation, partner interviews, journey-mapping, and workshops.
• Create current and future-state service blueprints clarifying frontstage/backstage interactions and dependencies.
• Translate findings into actionable recommendations aligning people, processes, technology and data.

Skills

Service design

Experience design

Research

Storytelling

Facilitation

Blueprints/Journeys

Project management

Synthesis & insights

Communication to leaders

Collaboration tools

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Humana Inc. is seeking a Senior Professional Service Designer to lead service design efforts across CenterWell. The role translates research and stakeholder insights into actionable service concepts that align people, processes, technology and data.

You will plan and facilitate discovery research, conduct interviews, journey-mapping sessions, and workshops to uncover opportunities for service improvement, and create blueprints that map frontstage and backstage interactions.