Senior Professional Service Designer

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $78.4k - $107.8k / year

⏰ Full Time

🟠 Senior

✍️ Designer

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CenterWell Senior Primary Care

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

⚕️ Healthcare Insurance

Healthcare • Healthcare Insurance

CenterWell Senior Primary Care is a healthcare provider focused on delivering personalized primary care to senior citizens. The company emphasizes a comprehensive and holistic approach to healthcare, addressing the physical, social, and emotional needs of older adults. As part of its service offerings, CenterWell includes home health services and pharmacy support to complement its senior primary care. The organization is committed to offering stability, inclusive benefits, and career growth opportunities for its employees while maintaining a culture of mutual respect and mindfulness. CenterWell is a brand under the larger healthcare entity, Humana.

📋 Description

• Lead service design projects improving patient, customer, associate, and caregiver experiences across core businesses • Work within a pod structure aligned to a specific CenterWell line of business • Translate research and stakeholder insights into service concepts, experience strategies, and actionable recommendations • Align people, processes, technology, and data to improve service delivery • Support planning and facilitation of discovery research, partner interviews, journey-mapping sessions, and workshops • Understand needs and identify opportunities for service improvement • Create current- and future-state service and experience blueprints • Clarify frontstage and backstage interactions, handoffs, dependencies, pain points, and required people, process, technology, and data elements • Summarize qualitative and quantitative inputs and identify connections across people, processes, technology, and data • Ask questions and translate findings into clear opportunities and recommendations • Coordinate contributors, manage dependencies, and deliver work across multiple 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 field • 3+ years of experience in service design, experience design, design research, or a related field • Written, verbal, visual storytelling, presentation, and facilitation skills • Ability to communicate recommendations to leaders and partners • Experience creating service blueprints, experience blueprints, customer journeys, ecosystem maps, process flows, and other service design artifacts • Proficiency with Microsoft applications and collaborative research, mapping, and visualization tools • Strong organizational and project management skills • Ability to plan discovery activities, coordinate contributors, manage dependencies, and deliver high-quality work across multiple workstreams • Ability to summarize qualitative and quantitative inputs and translate findings into opportunities and recommendations • Experience conducting partner interviews, contextual inquiry, observation, and collaborative workshops • Passion for contributing to an organization focused on improving consumer experiences • Master's Degree preferred • Healthcare experience or subject-matter expertise in clinical care or pharmacy environments preferred • Minimum download speed of 25 Mbps and upload speed of 10 Mbps for home internet • Dedicated workspace without ongoing interruptions to protect member PHI/HIPAA information

🏖️ Benefits

• Bonus incentive plan based upon 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