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Service Design Lead

Humana

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Software Engineering, Design

Chicago, IL, USA · Remote

Posted on Jul 24, 2024

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, including detailed end-to-end service blueprints/journey maps across all member touchpoints

Balanced Approach: Collaborate and co-create with product teams and business partners to quantify the value 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

7-10 years of experience with user experience design

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

3+ years of 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 in multiple channels

Experience with conducting user experience research

Advanced communication and storytelling abilities

Experience working with product teams using an Agile methodology

Demonstrated ability to put structure in place to manage experience work in a dynamic, complex, fast-paced environment

Additional Requirements

A portfolio is required for interviewing.

Work-At-Home Information

To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:

At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested
Satellite, cellular and microwave connection can be used only if approved by leadership
Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.
Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

Scheduled Weekly Hours

Pay Range

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.

$112,400 - $154,900 per year

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

Description of Benefits

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.

About Us

Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.