Lead Service Designer

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.

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 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.

Our Strategy & Service Designers play a key role in this process, supporting concept initiatives across framing, research, service 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.

• 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

• Craft visual stories that are simple to understand, interesting, and make fuzzy concepts tangible.

• 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.

• 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

** Humana, a Fortune 50 Healthcare Company**

Humana is a Fortune 50 healthcare company with a history of successful innovation and reinvention, with 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…