[Hiring] Senior Service Designer @Humana

Role Description

Become a part of our caring community. Humana’s Insurance Product Experience 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 team serves a unique role for the enterprise in bringing together stakeholders and partners to define future experiences and to deliver against our experience vision.

As Senior Service Designer, you will lead concept initiatives across framing, research, experience design, testing, and 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 – from helping people find a provider that meets their needs to reimagining the moment members apply for a new plan. If you are motivated by making real change in an industry where it’s much needed, we would love to talk.

Responsibilities

• Lead development of new service experiences, including problem framing, user research, analysis and synthesis, concept ideation, prototyping and testing, and implementation planning.
• Create service blueprints, low- and mid-fidelity prototypes, frameworks, concept illustrations, and stories that make fuzzy concepts tangible to our stakeholders, partners, and customers.
• Collaborate with UX/UI designers, product teams, marketing, and operations to ensure seamless integration between digital tools and offline touchpoints.
• Demonstrate ability to listen, contribute to, and thoughtfully facilitate business stakeholder and channel partner team conversations, strengthening our ability to deliver through cross-enterprise collaboration.
• Contribute to the continuous development of the design discipline, engaging in activities and exploring new tools that help us learn, practice, and evolve our practice to improve quality and efficiency.

Qualifications

• Bachelor’s Degree in Design, HCD, or a related field
• 5+ years of relevant industry experience
• Portfolio demonstrating skill 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

• Craft visual stories that make complex concepts simple to understand, highlighting what is new and important to help us make decisions.
• Quickly prototype products and services to test conceptual requirements, demonstrating to stakeholders and users how we might address a problem or need.
• Never lose sight of the member and business problem and always articulate the why.
• Deliver thoughtful work efficiently.

Benefits

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

Company Description

Humana, a Fortune 60 healthcare company with a history of successful innovation and reinvention, has over 50 years as a proven leader and innovator in the health and wellness industry. A passionate emphasis on people, choice, well-being, and innovation guide our business and culture. We’ve ranked #1 among health insurers on Forrester’s CX Index, benchmarking the best in Customer Experience, multiple years in a row. We’re not just a health insurance company: our diverse lines of business position us to serve millions of people with a wide range of needs, including seniors, military members, and self-employed individuals.