[Hiring] Lead Service Designer @Humana

Role Description

We’re seeking a systems-minded, impact-driven Lead Service Designer to help lead that transformation as part of our Insurance Product Experience (IPX) team.

Humana’s Insurance Product Experience (IPX) team was established to think holistically about the member experience, embedding with business stakeholders and looking across channels to identify and define opportunities to better support our members across the healthcare and health insurance experience.

Our Strategy & Service Designers play a key role in this process, supporting concept initiatives across:

• Framing
• Research
• Service design
• Testing
• Planning for implementation

We are looking for a highly curious and hardworking designer who is ready to dive into a multitude of member challenges and opportunities.

Responsibilities

• Lead vision definition and concept development projects, user research, analysis and synthesis, concept ideation, prototyping and testing, and implementation planning.
• Lead co-creation workshops and ideation sessions with cross-functional stakeholders and channel partners to align on needs and generate ideas for improving service experiences.
• Accountable for designing and delivering artifacts integral to communicating our work, e.g., service blueprints, low- and mid-fidelity prototypes, frameworks, concept illustrations, slides.
• Collaborate with UX/UI designers, product teams, marketing, and operations to ensure seamless integration between digital tools and offline touchpoints.
• Demonstrate emotional IQ, ability to listen, and thoughtfulness to establish relationships with our business stakeholder and channel partner teams.
• Stay informed about industry trends in health insurance, digital health, and service design best practices.

Qualifications

• Bachelor’s or Master’s degree in a design or research field.
• 7+ years of relevant industry experience.
• Portfolio demonstrating foundational skills in journey mapping, user research, prototyping, information design and/or illustration.
• Proficiency in design tools such as Figma, Lucid/Miro, PPT, and Adobe Creative Suite.

Requirements

• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.
• Occasional travel to Humana's offices for training or meetings may be required.

Benefits

• Medical, dental and vision benefits.
• 401(k) retirement savings plan.
• Time off (including paid time off, company and personal holidays, paid parental and caregiver leave).
• Short-term and long-term disability.
• Life insurance and many other opportunities.

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$115,200 - $158,400 per year. This job is eligible for a bonus incentive plan based upon company and/or individual performance.