Description
At Humana, our commitment to whole-person health drives everything we do. We serve millions of members across the country with the goal of making healthcare more human, more compassionate, and more accessible.
We are seeking a systems-minded, impact-driven Lead Service Designer to help lead the transformation of member experiences as part of our Insurance Product Experience (IPX) team.
Role Overview
The 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.
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, and strengthen our ability to deliver through cross enterprise collaboration
- Stay informed about industry trends in health insurance, digital health, and service design best practices
Requirements
- 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
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
Salary
$115,200 - $158,400 per year