Senior Service Designer — Remote Patient Experience

Humana Inc

Richmond (VA)

Remote

USD 78,000 - 108,000

Full time

14 days+

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Benefits offered by this job

Bonus incentive plan

Remote work option

Job summary

Humana Inc. is seeking a Senior Professional Service Designer to lead service design initiatives across CenterWell lines of business.

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 discovery research, conduct partner interviews, map journeys, and craft current and future-state blueprints to clarify 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, 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 that improve patient, customer, associate, and caregiver experiences across Humana's CenterWell lines of business.
Plan and facilitate discovery research, partner interviews, journey-mapping sessions, and workshops to identify opportunities for service improvement.
Create current and future-state service and experience blueprints that clarify frontstage and backstage interactions, handoffs, dependencies, and data requirements.
Summarize findings into actionable recommendations that align people, processes, technology, and data.