Director of Service Design

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and direct the service design strategy for enterprise initiatives, aligning member needs with operational capabilities.

• Create service blueprints, journey maps, and ecosystem models that connect frontstage and backstage experiences comprehensively.

• Facilitate collaboration among teams and business partners to provide coherent, multi-touchpoint services.

• Mentor and guide designers, enhance service design methods, and contribute to the advancement of Humana's design culture.

• Establish success metrics and oversee post-launch evaluations to ensure that services deliver quantifiable value.

• Collaborate with process and operational teams to guarantee that services are deliverable, scalable, and based on real-world constraints.

• Employ compelling narratives and visual frameworks to foster empathy, drive decision-making, and influence senior stakeholders.

⛳️ Requirements

• Over 10 years of experience in service design or systems-oriented experience design.

• More than 4 years of experience in managing and leading service designers.

• Extensive expertise in service design methods: blueprinting, journey mapping, prototyping, facilitation, and storytelling.

• Experience in designing services that integrate digital tools and offline delivery (e.g., human interactions, physical spaces).

• Demonstrated ability to lead amidst ambiguity and bring clarity to complex systems.

• Strong skills in collaboration and stakeholder engagement across various business functions.

• Experience working with Agile product teams and cross-functional delivery.

• Bachelor’s or advanced degree in Design, Human-Centered Design (HCD), or a related field.

• A portfolio showcasing strategic service design leadership and measurable impact.

🏝️ Benefits

• Medical, dental, and vision benefits.

• 401(k) retirement savings plan.

• Paid time off including company holidays, personal holidays, volunteer time off, and paid parental and caregiver leave.

• Short-term and long-term disability.

• Life insurance and numerous other opportunities.