Senior Service Designer - Remote Healthcare Experience

Humana, Inc.; Frankfort (KY); Remote; USD 78,000 - 108,000; Full time

Job summary

Humana, Inc. is seeking a Senior Professional Service Designer to lead service design projects that improve patient, consumer, associate, and caregiver experiences across CenterWell and Humana’s core businesses.

You will translate research and stakeholder insights into service concepts, experience strategies, and actionable recommendations that align people, processes, technology, and data. You will plan and facilitate discovery research, partner interviews, journey-mapping sessions, and

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.
• You will have 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.

Responsibilities

• Plan and facilitate discovery research, partner interviews, journey-mapping sessions, and workshops.
• Create current and future-state service and experience blueprints that clarify interactions and data needs.
• Translate insights into actionable opportunities and recommendations across people, processes, technology, and data.
• Coordinate contributors and deliver high-quality work across multiple workstreams.

Skills

Service design

Storytelling

Facilitation

Communication to leaders

Project management

Systems thinking

Research synthesis

Discovery research

Education

Bachelor's degree in service design or related field

Master's degree

Tools

Microsoft Office

Job description

Humana, Inc. is seeking a Senior Professional Service Designer to lead service design projects that improve patient, consumer, associate, and caregiver experiences across CenterWell and Humana’s core businesses.

You will translate research and stakeholder insights into service concepts, experience strategies, and actionable recommendations that align people, processes, technology, and data. You will plan and facilitate discovery research, partner interviews, journey-mapping sessions, and