Associate VP, Experience Design
Humana
Become a part of our caring community and help us put health first
About Humana 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 the member experience to deliver empathy, clarity, and ease—at every touchpoint.
We’re seeking a forward-thinking Associate Vice President, Experience Design – Insurance Product Experience to help lead that transformation.
Position Overview:
The role will serve as a strategic leader responsible for driving excellence in Experience Design for the Insurance line of business. This role ensures the planning, execution, and oversight of service and experience design initiatives, overseeing design teams embedded with business teams. The Associate Vice President will champion a standardized approach to experience design, scaling successful practices and co-authoring solutions with business partners.
Key Responsibilities:
Experience Planning, Execution, and Oversight
Lead end-to-end service orchestration, change management, and member experience improvement initiatives.
Oversee the development and implementation of omni channel experiences – translating business strategy into experience requirements – working with partners throughout the company to enhance the member experience and measure the impact on business and member outcomes.
Define and maintain roles and responsibilities related to experience delivery.
Team Leadership and Capability Building
Lead teams embedded within business teams to co-author portfolios of work and ensure alignment of outcomes.
Provide dedicated access to experience design skills, including consumer research, service blueprinting, prototyping, journey orchestration, and documentation of experience requirements.
Foster strong partnerships with the business through predictable and standardized portfolio management systems.
Scale proven experience design approaches across all delivery channels (call center, digital, etc.) to optimize organizational outcomes.
Business Immersion and Insight Generation
Direct business analysis, organizational/process analysis, and member experience research activities.
Guide teams in experience analytics, journey analysis, and the development of stakeholder maps, personas, and CX metrics.
Experience Strategy Definition
Lead the formulation of experience strategies, business case development, stakeholder alignment, vision and storytelling, and content strategy.
Develop north star visions, experience requirements, lightweight business cases, value propositions, and service evolution maps.
Use your skills to make an impact
Qualifications:
15+ years of strategic design leadership with proven success leading centralized design teams in a dedicated, embedded model with business teams.
Proven leadership experience in experience design, service design, or a related field.
Ability to foster close partnerships with numerous business partners, demonstrating high levels of emotional intelligence and results orientation.
Demonstrated expertise in consumer research, process improvement, change management, and strategy development.
Strong background in designing and scaling experience solutions across multiple channels.
Excellent communication, collaboration, and stakeholder management skills.
Advanced analytical and strategic thinking abilities.
Why Join Humana
This is more than a role it’s a chance to lead with purpose. As AVP of Experience Design – Insurance Product Experience, you will directly impact how millions of people experience and understand their health. You’ll have the resources of a Fortune 40 company, the agility of a design-forward culture, and the opportunity to lead at the heart of Humana’s experiential reinvention.
Scheduled Weekly Hours
40Pay 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.
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 protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with 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.