Senior Service Designer — Patient Experience & Discovery

Humana Inc; Little Rock (AR); Remote; USD 78,000 - 108,000; Full time

Benefits offered by this job

Bonus incentive plan

Medical, dental and vision benefits

401(k) retirement savings plan

Paid time off

Job summary

Humana Inc. is seeking a Senior Professional Service Designer to lead service design initiatives across CenterWell lines, translating research and stakeholder insights into actionable concepts that align people, processes, technology, and data.

You will support discovery research, partner interviews, journey-mapping sessions, and workshops to define current and future-state service blueprints, outlining frontstage and backstage interactions and required teams and tools.

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.
• 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 insights into actionable recommendations.
• Plan discovery research, partner interviews, journey-mapping sessions, and workshops.
• Create current and future-state service and experience blueprints showing frontstage and backstage interactions.
• Identify needed people, processes, technology, and data to deliver the intended experience.

Skills

Service design

Experience design

Research

Facilitation

Service blueprints

Stakeholder communication

Project management

Data mapping

Education

Bachelor's degree

Master's degree

Tools

Microsoft Office

Visualization tools

Mapping/collaboration tools

Job description

Humana Inc. is seeking a Senior Professional Service Designer to lead service design initiatives across CenterWell lines, translating research and stakeholder insights into actionable concepts that align people, processes, technology, and data.

You will support discovery research, partner interviews, journey-mapping sessions, and workshops to define current and future-state service blueprints, outlining frontstage and backstage interactions and required teams and tools.