Senior Service Designer — Patient Experience & Strategy (Remote)

Humana Inc; Denver (CO); Remote; USD 78,000 - 108,000; Full time

Job summary

Humana Inc. is seeking a Senior Professional Service Designer to lead service design projects improving patient, customer, associate, and caregiver experiences across CenterWell.

You will translate insights into service concepts and actionable recommendations aligning people, processes, technology and data. You will plan discovery research, conduct interviews, map journeys, and craft blueprints for current and future states, detailing frontstage and backstage interactions.

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.
• Ability to summarize qualitative and quantitative inputs, identify connections across people, processes, technology, and data, and translate findings into opportunities and recommendations.
• Comfort conducting discovery research, including partner interviews, contextual inquiry, observation, and collaborative workshops, and summarizing findings into applicable insights.
• Passion for contributing to an organization focused on improving consumer experiences.

Responsibilities

• Plan and facilitate discovery research, partner interviews, journey-mapping sessions, and workshops.
• Translate research and stakeholder insights into service concepts, experience strategies, and actionable recommendations.
• Create current and future-state service and experience blueprints clarifying frontstage and backstage interactions, handoffs, dependencies, and required elements.
• Summarize findings and identify opportunities across people, processes, technology, and data.

Skills

Service design

Stakeholder facilitation

Journey mapping

Blueprints & maps

Communication

Education

Bachelor's degree

Master's degree

Tools

Microsoft Office

Mapping/Visualization tools

Job description

Humana Inc. is seeking a Senior Professional Service Designer to lead service design projects improving patient, customer, associate, and caregiver experiences across CenterWell.

You will translate insights into service concepts and actionable recommendations aligning people, processes, technology and data. You will plan discovery research, conduct interviews, map journeys, and craft blueprints for current and future states, detailing frontstage and backstage interactions.