Senior Service Designer, Member Experience & Impact

Humana, Inc.; Annapolis (MD); Remote; USD 115,000 - 158,000; Full time

Job summary

Humana, Inc. is seeking a Lead Service Designer to help lead transformation within the Insurance Product Experience (IPX) team. You will steer vision, research, service design, testing, and implementation planning across channels to improve member experiences.

You will collaborate with UX/UI, product, marketing, and ops teams to deliver seamless digital and offline touchpoints, while demonstrating strong emotional IQ and cross-enterprise collaboration. Remote-friendly with travel as needed.

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

Journey mapping

User research

Stakeholder collaboration

Prototyping

Education

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

Tools

Figma

Lucid/Miro

PPT

Adobe Creative Suite

Job description

Humana, Inc. is seeking a Lead Service Designer to help lead transformation within the Insurance Product Experience (IPX) team. You will steer vision, research, service design, testing, and implementation planning across channels to improve member experiences.

You will collaborate with UX/UI, product, marketing, and ops teams to deliver seamless digital and offline touchpoints, while demonstrating strong emotional IQ and cross-enterprise collaboration. Remote-friendly with travel as needed.