Senior Service Designer — Healthcare Experience Lead (Remote)

Humana, Inc.; Denver (CO); Remote; USD 115,000 - 158,000; Full time

Job summary

Humana, Inc. is seeking a Lead Service Designer to guide the Insurance Product Experience (IPX) team. You will drive vision, conduct research, and prototype services to improve member experiences across health insurance channels.

You will partner with UX/UI, product, marketing, and operations to ensure cohesive digital and offline touchpoints, mentoring teams and staying ahead of industry trends. This role supports remote work with occasional travel.

Qualifications

• Bachelor’s or Master’s degree in a design or research field
• 7+ years of relevant industry experience
• Portfolio demonstrating foundational skills in journey mapping, user research, prototyping, information design and/or illustration.
• Proficiency in design tools such as Figma, Lucid/Miro, PPT, and Adobe Creative Suite

Responsibilities

• Lead vision definition and concept development projects, user research, analysis and synthesis, concept ideation, prototyping and testing, and implementation planning
• Lead co-creation workshops and ideation sessions with cross-functional stakeholders and channel partners to align on needs and generate ideas for improving service experiences
• Accountable for designing and delivering artifacts integral to communicating our work, e.g., service blueprints, low- and mid-fidelity prototypes, frameworks, concept illustrations, slides
• Collaborate with UX/UI designers, product teams, marketing, and operations to ensure seamless integration between digital tools and offline touchpoints
• Demonstrate emotional IQ, ability to listen, and thoughtfulness to establish relationships with our business stakeholder and channel partner teams, and strengthen our ability to deliver through cross enterprise collaboration
• Stay informed about industry trends in health insurance, digital health, and service design best practices

Skills

User research

Journey mapping

Prototyping

Information design

Education

Bachelor’s or Master’s degree in a design or research field

Tools

Figma

Lucid/Miro

PowerPoint

Adobe Creative Suite

Job description

Humana, Inc. is seeking a Lead Service Designer to guide the Insurance Product Experience (IPX) team. You will drive vision, conduct research, and prototype services to improve member experiences across health insurance channels.

You will partner with UX/UI, product, marketing, and operations to ensure cohesive digital and offline touchpoints, mentoring teams and staying ahead of industry trends. This role supports remote work with occasional travel.