Senior Service Designer - Remote Experience Architect

Humana; Annapolis (MD); Remote; USD 78,000 - 108,000; Full time

Job summary

Humana CenterWell is seeking a Senior Professional Service Designer to lead service design projects that improve patient, customer, and caregiver experiences. You will translate research into service concepts and actionable recommendations across our CenterWell lines of business.

Responsibilities include planning discovery research, conducting interviews, mapping journeys, and delivering blueprints that align people, processes, technology, and data. Remote with travel as needed.

Qualifications

• Bachelor's degree in service design, design, human-centered design, business, or related field.
• 3+ years of experience in service design, experience design, design research, or related field.
• Experience with storytelling, presentation, and facilitation; communicate to leaders.
• Proven experience creating service blueprints, journeys, ecosystem maps, and process flows.
• Proficiency with Microsoft Office and collaboration/visualization tools.
• Strong organizational and project-management skills across multiple workstreams.
• Ability to summarize qualitative and quantitative inputs into clear opportunities and recommendations.
• Comfort conducting discovery research and workshops; summarize findings into insights.

Responsibilities

• Lead service design projects aligning people, processes, technology, and data.
• Support discovery research, partner interviews, journey-mapping sessions and workshops.
• Create current and future-state service blueprints and experience maps.
• Translate findings into actionable recommendations for leaders and partners.

Skills

Storytelling

Facilitation

Service blueprints

Journeys & maps

Project management

Discovery research

Communication to leaders

Healthcare domain

Education

Bachelor's degree in service design, design, human-centered design, or related field

Master's Degree

Tools

Microsoft Office Suite

Collaboration/visualization tools

Job description

Humana CenterWell is seeking a Senior Professional Service Designer to lead service design projects that improve patient, customer, and caregiver experiences. You will translate research into service concepts and actionable recommendations across our CenterWell lines of business.

Responsibilities include planning discovery research, conducting interviews, mapping journeys, and delivering blueprints that align people, processes, technology, and data. Remote with travel as needed.