Senior Professional Service Designer

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

📋 Description

• Oversee service design initiatives aimed at enhancing the experiences of patients, customers, associates, and caregivers across primary business sectors.

• Collaborate within a pod framework that is aligned with a particular CenterWell line of business.

• Convert research findings and stakeholder insights into service concepts, experience strategies, and pragmatic recommendations.

• Integrate people, processes, technology, and data to elevate service delivery.

• Assist in planning and facilitating discovery research, partner interviews, journey-mapping sessions, and workshops.

• Identify needs and pinpoint opportunities for service enhancement.

• Develop current and future state service and experience blueprints.

• Define frontstage and backstage interactions, handoffs, dependencies, pain points, and the necessary people, processes, technology, and data components.

• Compile qualitative and quantitative inputs to identify connections between people, processes, technology, and data.

• Formulate questions and interpret findings into clear opportunities and actionable recommendations.

• Coordinate contributors, manage dependencies, and deliver results across various workstreams.

• Occasionally travel to Humana offices for training or meetings.

⛳️ Requirements

• Bachelor's degree in service design, design, human-centered design, design research, behavioral or social sciences, business, or a related discipline.

• 3+ years of experience in service design, experience design, design research, or a similar field.

• Strong written, verbal, visual storytelling, presentation, and facilitation abilities.

• Proficiency in communicating recommendations to leaders and partners.

• Experience in creating service blueprints, experience blueprints, customer journeys, ecosystem maps, process flows, and other service design artifacts.

• Proficient in Microsoft applications and collaborative research, mapping, and visualization tools.

• Excellent organizational and project management skills.

• Capability to plan discovery activities, coordinate contributors, manage dependencies, and deliver high-quality work across multiple workstreams.

• Ability to summarize qualitative and quantitative inputs and convert findings into opportunities and recommendations.

• Experience in conducting partner interviews, contextual inquiries, observations, and collaborative workshops.

• A passion for contributing to an organization dedicated to enhancing consumer experiences.

• Master's Degree is preferred.

• Experience or expertise in healthcare, particularly in clinical care or pharmacy environments, is preferred.

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

• A dedicated workspace free from ongoing interruptions to safeguard member PHI/HIPAA information.

🏝️ 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.

• Personal wellness and smart healthcare decision support.

• Remote work arrangement.

• Occasional travel to Humana offices for training or meetings.