Senior Service Design Leader - Healthcare Experience

Humana Inc; Trenton (NJ); Remote; USD 78,000 - 108,000; Full time

Job summary

Humana Inc. seeks a Senior Professional Service Designer to lead service design initiatives across CenterWell lines of business, translating research into actionable service concepts and experience strategies.

You will synthesize insights to align people, processes, technology, and data, with a focus on improving consumer experiences. You will help plan discovery research, run workshops, and create blueprints that clarify interactions and dependencies across the ecosystem, delivering tangible

Qualifications

• 3+ years of experience in service design, experience design, design research, or related field.
• Demonstrated ability to create service blueprints, experience blueprints, customer journeys, ecosystem maps, process flows, and other artifacts.
• Proficiency with Microsoft applications and collaborative research, mapping, and visualization tools.

Responsibilities

• 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 detailing frontstage/backstage interactions, handoffs, dependencies, pain points, and required people/process/tech/data elements.
• Translate research findings into clear opportunities and actionable recommendations for leaders and partners.

Skills

Storytelling

Facilitation

Communication

Education

Bachelor's degree in service design or related field

Tools

Microsoft Office

Job description

Humana Inc. seeks a Senior Professional Service Designer to lead service design initiatives across CenterWell lines of business, translating research into actionable service concepts and experience strategies.

You will synthesize insights to align people, processes, technology, and data, with a focus on improving consumer experiences. You will help plan discovery research, run workshops, and create blueprints that clarify interactions and dependencies across the ecosystem, delivering tangible