Senior Service Designer, Healthcare Experience & Discovery

Humana, Inc.; Austin (TX); Remoto; USD 65.000 - 108.000; Tempo integral

Resumo da vaga

Humana Inc. invites you to join a caring community as a Senior Professional Service Designer.

You will lead service design projects that improve patient, customer, and caregiver experiences across CenterWell lines, translating research into actionable recommendations that align people, processes, technology, and data. You will plan discovery research, conduct interviews, and create current and future-state blueprints and journeys.

Qualificações

• 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.
• 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.

Responsabilidades

• Lead service design projects across CenterWell lines.
• Plan discovery research and partner interviews.
• Create current and future-state service blueprints and journey maps.
• Translate insights into opportunities and recommendations.
• Coordinate multi-workstream activities and deliver high-quality outputs.

Conhecimentos

Service design expertise

Stakeholder communication

Experience mapping

Facilitation

Project management

Formação

Bachelor's degree in related field

Master's degree (preferred)

Ferramentas

Microsoft Office

Visio

Miro

Lucidchart

Descrição da vaga

Humana Inc. invites you to join a caring community as a Senior Professional Service Designer.

You will lead service design projects that improve patient, customer, and caregiver experiences across CenterWell lines, translating research into actionable recommendations that align people, processes, technology, and data. You will plan discovery research, conduct interviews, and create current and future-state blueprints and journeys.