Senior Service Designer

at Humana in Dover, Delaware, United States

Job Description


As a Senior Service Designer, you will work in a multi-disciplinary team, creating new service experiences for consumers that improve clinical outcomes and help members achieve their best health. You will help to coordinate seamless customer experience connectivity across touchpoints, channels, and business offerings, using strategic tools and human-centered approaches such as user experience research, customer personas, journey mapping, and service blueprinting. You will follow new services through delivery to measure the consumer experience and support ongoing improvement and evolution of the consumer’s journey with Humana.


Humana’s Experience Strategy team was formed to deliver one thing: a personalized, seamless, and easy healthcare experience for all our members. This team operates with a mandate to break down traditional silos and design solutions based on how our members seek and receive care, not how operating groups structure themselves. By teaming differently, pioneering agile methodologies, and relentlessly focusing on the consumer experience, the Consumer Experience Strategy and Design team seeks to deliver on this promise for all our members.

How We Work

+ Collaborative Mindset: Work collaboratively with customers, product management, operators, and leadership to propose novel experience improvements for unique and diverse customer populations

+ Mastering the Craft: Build repeatable, effective tools and processes to reduce the time from consumer insights to validated release of new experiences in production

+ Relentless Curiosity: Drive customer research agenda, working with research, marketing and experience teams to coordinate and ensure activity aligns to strategy and knowledge gaps

+ Insightful Storytelling: leading teams to synthesize findings into insights and business recommendations that engender empathy and drive impact

+ Problem Solving Start To Finish: Track implementation of end-to-end experience for each customer archetype and/or segment, tying improvement activities to key measures that create customer and business value

+ Attention To Detail: Develop and maintain detailed end-to-end service blueprints / journey maps across all member touchpoints

+ Balanced Approach: Collaborate and co-create with product teams and business partners quantify value the of a concept, design operational roles and processes, and build business models for larger deployment

Required Qualifications

+ Bachelor’s degree in a design related field

+ 4-6 years of experience with user experience design

+ 3+ years of experience with Design Thinking, Service Design, Design Strategy, user-centered design methodologies

+ Experience with horizontal leadership (i.e., an ability to productively collaborate across various organizations to drive cross-functional initiatives)

+ Expert facilitator with ability to design and deliver multiple types of design activities with consumers and business stakeholders

+ Demonstrated ability supporting user experience needs from design definition to execution and measurement

+ Experience with conducting user experience research

+ Advanced communication and storytelling abilities

+ Experience working with product teams using an Agile methodology

+ The ability to quickly put structure in place to manage work in a dynamic, complex, fast-paced environment

Additional Requirements

A portfolio is required for submittal and interviewing.

Work-At-Home Requirements

+ WAH requirements: Must have the ability to provide a high speed DSL or cable modem for a home office. Associates or contractors who live and work from home in the state of California will be provided payment for their internet expense.

+ A minimum standard speed for optimal performance of 25×10 (25mpbs download x 10mpbs upload) is required.

+ Satellite and Wireless Internet service is NOT allowed for this role.

+ A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

Humana and its subsidiaries require vaccinated associates who work outside of their home to submit proof of vaccination, including COVID-19 boosters. Associates who remain unvaccinated must either undergo weekly negative COVID testing OR wear a mask at all times while in a Humana facility or while working in the field.


Scheduled Weekly Hours


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Job Posting: JC215523731

Posted On: Jun 06, 2022

Updated On: Aug 05, 2022