Director of Service Design

Become a part of our caring community

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. As we continue to evolve into a leading health and well-being company, we are reimagining member experiences to deliver empathy, clarity, and ease—at every touchpoint.

As Director of Service Design, you will lead complex, cross‑functional design initiatives that span the entire service ecosystem. You'll work across insurance, digital, operations, clinical, and support teams to orchestrate experiences that are not only desirable for members—and also feasible and sustainable for the business.

You’ll serve as a strategic partner and craft leader, helping teams zoom out to see the system, align on where to intervene, and design services that deliver clarity, reliability, and care.

• Service Strategy & Vision:
  Define and lead service design strategy across enterprise initiatives, connecting member needs to operational capabilities
• Systems Thinking:
  Create service blueprints, journey maps, and ecosystem models that bridge front stage and backstage experiences, end-to-end
• Cross‑Functional Leadership:
  Facilitate alignment across teams and business partners to deliver coherent, multi‑touchpoint services
• Practice Development:
  Mentor and lead designers, evolve service design methods, and contribute to the growth of Humana's design culture
• Measurement & Impact:
  Define success metrics and lead post‑launch evaluations to ensure services deliver measurable value
• Operational Integration:
  Collaborate with process and operational teams to ensure services are deliverable, scalable, and grounded in real‑world constraints
• Storytelling & Influence:
  Use compelling narratives and visual frameworks to build empathy, drive decisions, and influence senior stakeholders

Use your skills to make an impact

• 10+ years of experience in service design or systems‑oriented experience design
• 4+ years of experience managing and leading service designers
• Deep fluency in service design methods: blueprinting, journey mapping, prototyping, facilitation, and storytelling
• Experience designing services that span digital tools and offline delivery (e.g., human interactions, physical spaces)
• Proven ability to lead through ambiguity and drive clarity in complex systems
• Strong collaboration and stakeholder engagement skills across business functions
• Experience with Agile product teams and cross‑functional delivery
• Bachelor’s or advanced degree in Design, HCD, or a related field
• Portfolio demonstrating strategic service design leadership and measurable impact

Travel:
While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

40

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.

$168,000 - $231,000 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole‑person well‑being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides 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 and many other opportunities.

Final date to receive applications: 07-03-2026

It is the policy of Humana not to discriminate against any employee or applicant for employment…