Principal Service Designer

🕒 May 28

🌽 Illinois, New York – Remote

🌽 Illinois – Remote 🗽 New York – Remote

💵 $165k - $226.9k / year

⏰ Full Time

🔴 Lead

✍️ Designer

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Humana

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1961

⚕️ Healthcare Insurance

Healthcare Insurance

Humana is a healthcare company dedicated to making a positive impact on the health of individuals, communities, and the healthcare system as a whole. With a focus on putting health first, Humana serves a diverse range of populations, including seniors and the military, providing Medicare Advantage HMO, PPO, and PFFS plans. Humana is committed to fostering a culture of belonging and mutual respect, offering competitive and flexible benefits to ensure the financial security of its employees and their families. The company prides itself on creating an inclusive workplace where everyone has the opportunity to succeed.

📋 Description

• Define and lead service design strategy across enterprise initiatives, connecting member needs to operational capabilities. • Create service blueprints, journey maps, and ecosystem models that bridge frontstage and backstage experiences, end-to-end. • Facilitate alignment across teams and business partners to deliver coherent, multi-touchpoint services. • Mentor designers, evolve service design methods, and contribute to the growth of Humana's design culture. • Define success metrics and lead post-launch evaluations to ensure services deliver measurable value. • Collaborate with process and operational teams to ensure services are deliverable, scalable, and grounded in real-world constraints. • Use compelling narratives and visual frameworks to build empathy, drive decisions, and influence senior stakeholders.

🎯 Requirements

• 10+ years of experience in service design or systems-oriented experience design • Deep fluency in service design methods: blueprinting, journey mapping, prototyping, facilitation, and storytelling • Experience designing services that span digital tools and offline delivery (e.g., human interactions, physical spaces) • Proven ability to lead through ambiguity and drive clarity in complex systems • Strong collaboration and stakeholder engagement skills across business functions • Experience with Agile product teams and cross-functional delivery • Bachelor’s or advanced degree in Design, HCD, or a related field • Portfolio demonstrating strategic service design leadership and measurable 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 and many other opportunities