Service Design Lead

Become a part of our caring community and help us put health first
 As a Service Design Lead, you will work in a multi-disciplinary team with partners across the enterprise, creating new service experiences for consumers that help members achieve their best health.

Humana, a Fortune 60 Healthcare Company  

Humana is a Fortune 60 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’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.  

Role Overview: Service Design Lead  

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 Service Design team was formed to deliver one thing: a seamless healthcare experience oriented around 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. By teaming differently, pioneering new methodologies, and relentlessly focusing on the consumer experience, the Service Design team seeks to deliver on this promise for all our members.  

Use your skills to make an impact
 

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: Design and maintain useful visual artifacts to describe the member and associate experience, …