Senior Service Designer, Healthcare Experience & Blueprints

Humana Inc; Hartford (CT); Remote; USD 78,000 - 108,000; Full time

Job summary

Humana Inc. in the United States is seeking a Senior Professional Service Designer to lead service design projects that improve experiences across core businesses.

You will translate research and stakeholder insights into service concepts, experience strategies, and actionable recommendations that align people, processes, technology, and data. You will support the planning and facilitation of discovery research, partner interviews, journey-mapping sessions, and workshops to understand needs and

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 written, verbal, visual storytelling, presentation, and facilitation skills, with the ability to communicate recommendations to leaders and partners.
• Demonstrated experience creating service blueprints, experience blueprints, customer journeys, ecosystem maps, process flows, and other service design artifacts.
• Proficiency with Microsoft applications and collaborative research, mapping, and visualization tools used to document insights and develop service design artifacts.
• You will have strong organizational and project management skills, with the ability to plan discovery activities, coordinate contributors, manage dependencies, and deliver high-quality work across multiple workstreams.
• You will summarize qualitative and quantitative inputs, identify connections across people, processes, technology, and data, ask questions, and translate findings into clear opportunities and recommendations.
• Comfort conducting discovery research, including partner interviews, contextual inquiry, observation, and collaborative workshops, and summarizing findings into applicable insights.
• Must be passionate about contributing to an organization focused on improving consumer experiences.

Responsibilities

• Lead service design projects and translate research into service concepts and recommendations.
• Plan and facilitate discovery research, partner interviews, journey-mapping sessions, and workshops.
• Create current and future-state service and experience blueprints.
• Clarify frontstage and backstage interactions, handoffs, dependencies, and required data elements.
• Align people, processes, technology, and data to deliver the intended experience.
• Summarize insights and identify opportunities for improvement across multiple workstreams.

Skills

Service design

Experience design

Project management

Facilitation

Discovery research

Stakeholder communication

Storytelling

Workshops

Blueprints

Education

Bachelor's degree

Master's degree

Tools

MS Office

Mapping tools

Visualization tools

Job description

Humana Inc. in the United States is seeking a Senior Professional Service Designer to lead service design projects that improve experiences across core businesses.

You will translate research and stakeholder insights into service concepts, experience strategies, and actionable recommendations that align people, processes, technology, and data. You will support the planning and facilitation of discovery research, partner interviews, journey-mapping sessions, and workshops to understand needs and