Principal Service Designer

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

📋 Description

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

• Develop service blueprints, journey maps, and ecosystem models that connect frontstage and backstage experiences from start to finish.

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

• Guide and mentor designers while advancing service design methodologies.

• Contribute to the evolution of Humana’s design culture.

• Establish success metrics and oversee post-launch assessments.

• Work alongside process and operational teams to ensure services are feasible, scalable, and rooted in real-world limitations.

• Leverage narratives and visual frameworks to cultivate empathy, inform decision-making, and sway senior stakeholders.

• Steer intricate, cross-functional design initiatives that involve insurance, digital, operations, clinical, and support teams.

• Coordinate member experiences that are desirable, practical, and sustainable for the business.

⛳️ Requirements

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

• Profound expertise in service design methodologies, such as blueprinting, journey mapping, prototyping, facilitation, and storytelling.

• Experience crafting services that encompass both digital tools and offline delivery, including human interactions and physical environments.

• Demonstrated capacity to lead amidst uncertainty and clarify complex systems.

• Strong collaboration and stakeholder engagement abilities across various business functions.

• Familiarity with Agile product teams and cross-functional delivery processes.

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

• A portfolio that showcases strategic service design leadership and measurable outcomes.

• Capability to operate from a designated area free from interruptions to safeguard member PHI/HIPAA information.

• Minimum home internet speed of 25 Mbps download and 10 Mbps upload.

• Occasional travel to Humana offices for training or meetings may be necessary.

🏝️ Benefits

• Bonus incentive plan based on company and/or individual performance.

• Medical benefits.

• Dental benefits.

• Vision benefits.

• 401(k) retirement savings plan.

• Paid time off.

• Company holidays.

• Personal holidays.

• Paid parental leave.

• Paid caregiver leave.

• Short-term disability.

• Long-term disability.

• Life insurance.

• Bi-weekly reimbursement for internet expenses for employees working from home in Illinois.

• Telephone equipment suitable for business needs.

• Remote work arrangement.

• Home internet service support subject to specified requirements and approval.