Principal Service Designer

🔥 0 minutes ago

🌽 Illinois – Remote

🌽 Illinois – 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

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 bridging frontstage and backstage experiences end-to-end • Facilitate alignment across teams and business partners to deliver coherent, multi-touchpoint services • Mentor designers and evolve service design methods • Contribute to the growth of Humana’s design culture • Define success metrics and lead post-launch evaluations • Collaborate with process and operational teams to ensure services are deliverable, scalable, and grounded in real-world constraints • Use narratives and visual frameworks to build empathy, drive decisions, and influence senior stakeholders • Lead complex, cross-functional design initiatives spanning insurance, digital, operations, clinical, and support teams • Orchestrate member experiences that are desirable, feasible, and sustainable for the business

🎯 Requirements

• 10+ years of experience in service design or systems-oriented experience design • Deep fluency in service design methods, including blueprinting, journey mapping, prototyping, facilitation, and storytelling • Experience designing services spanning digital tools and offline delivery, including human interactions and 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 • Ability to work from a dedicated space without ongoing interruptions to protect 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 required

🏖️ 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 • Bi-weekly payment for internet expense for employees who live and work from home in Illinois • Telephone equipment appropriate to business requirements • Remote work arrangement • Home internet service support subject to stated requirements/approval