Principal Service Designer

This is a fully remote position, open to applicants in California, +3 more states.

📋 Description

• Define and spearhead the service design strategy across enterprise initiatives, linking member requirements to operational capabilities.

• Develop service blueprints, journey maps, and ecosystem models that integrate frontstage and backstage experiences, covering the entire process.

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

• Mentor design professionals, advance service design methodologies, and contribute to the evolution of Humana's design culture.

• Establish success metrics and conduct post-launch assessments to guarantee services yield measurable value.

• Partner with process and operational teams to ensure services are feasible, scalable, and aligned with real-world limitations.

• Utilize engaging narratives and visual frameworks to foster empathy, guide decisions, and sway senior stakeholders.

⛳️ Requirements

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

• Proficient in service design methodologies: blueprinting, journey mapping, prototyping, facilitation, and storytelling.

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

• Demonstrated ability to navigate ambiguity and provide clarity in complex systems.

• Excellent collaboration and stakeholder engagement capabilities across various business functions.

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

• Bachelor’s or advanced degree in Design, Human-Centered Design, or a related discipline.

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

🏝️ Benefits

• 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.