Experience Strategy & Transformation Principal

Humana•Louisville, NY

1d•Remote

About The Position

Become a part of our caring community The Simplification Center of Excellence (CoE) is building a new enterprise capability that helps teams create simpler, more effective, and more human‑centered solutions for associates, members, patients, and providers. Joining this team means contributing directly to how the organization understands work today and builds better experiences for the future. The CoE develops shared tools, methods, and guidance that support teams from discovery through delivery—bringing together process insight, research, ideation, rapid prototyping, and impact assessment to improve both speed and quality of outcomes. By establishing these capabilities, the team enables more informed decisions, stronger solution design, and greater confidence in what gets built and delivered. Position Overview We are looking for an Experience Strategy & Research Principal to serve as an embedded expert across high impact product and operational teams, and act as a strategic advisor to senior leaders. In this role, you will lead the discovery, simplification, and redesign of end-to-end services using a combination of human-centered research, workflow and process modeling, and AI enabled acceleration tools such as Skan AI, and our CoE Simplification Digital Playbook. You will partner with product, engineering, operations, clinical, and frontline teams to understand how work truly happens by harnessing our AI-enabled research and insight tools. You will use these capabilities to surface patterns, identify improvement opportunities, and envision future-state experiences that reduce friction, improve outcomes, and accelerate delivery. By synthesizing AI-supported qualitative research, operational intelligence, and empirical process data, you will translate complex insights into clear service models, process blueprints, decision logic, and PI-ready solution concepts, enabling teams to execute with clarity and confidence. As a Principal level contributor, you will partner with our internal business teams to drive the future vision of the company's core business services, working closely with senior executives to advance enterprise strategies. You will set the enterprise standard for evidence-based discovery, service and experience simplification, and AI‑augmented design practices by actively leveraging our AI and GenAI toolset. In your capacity as a leader and coach, you will guide teams in applying research rigor, developing deep workflow understanding, modeling decisions, and effectively using AI to accelerate discovery cycles from weeks to days. Through this work, you will raise the quality, clarity, and speed of solution deliverables while measurably improving experiences for associates, members, patients, and providers.

Requirements

Strong systems and analytical thinking skills with the ability to identify patterns, root causes, and simplification opportunities across complex workflows.
Proficiency using AI-augmented tools and prompt strategies to accelerate discovery, ideation, and documentation.
Effective facilitation skills for leading workshops, guiding teams through problem framing, and aligning diverse stakeholders.
Strong communication and storytelling skills for translating complex insights into clear narratives, solution concepts, and PI-ready recommendations.
Commitment to ensuring rigor, clarity, and consistency across research, modeling, and documentation artifacts.
Strong qualitative research skills, including interviews, workflow observation, and synthesis of insights to understand team operations and pain points.
Ability to create clear journeys, service blueprints, and end-to-end process models using CoE AI-enabled capabilities.
Ability to collaborate with product, engineering, operations, and delivery partners to ensure solutions meet user's real-world needs.
Strategic thinking and curiosity required to stay current on emerging methods and drive adoption of best practices in simplification and service design.
8–10+ years of experience in service design, experience strategy, or a related field with a strong record of leading discovery and transformation work.
Proven experience conducting qualitative research, synthesizing insights, and translating findings into actionable service or process improvements.
Hands on experience leading end-to-end journeys, workflows, or service blueprints in complex environments.
Experience working with AI enabled or digital design tools that support discovery, insight generation, or solution prototyping.
Demonstrated ability to work across product, engineering, operations, and delivery teams to align needs, opportunities, and solutions.
Experience supporting or accelerating product development processes, including readiness for PI planning or similar planning frameworks.
This role is not eligible for work visa sponsorship

Nice To Haves

Master's degree
Background in healthcare, regulated environments, or large enterprise operations

Responsibilities

Model complex end-to-end processes using CoE capabilities that leverage AI, outlining current business processes, and mapping current state journeys and service blueprints.
Drive experience vision and strategy by facilitating workshops that help teams ideate and propose solutions that meet their needs.
Influence and accelerate product development by understanding what is required for PI readiness and serving as the interface between team needs and internally developed tools.
Ensure quality and consistency of service and experience artifacts by maintaining standards for research, modeling, and documentation.
Lead and synthesize qualitative research to understand how teams operate, their responsibilities, and pain points.
Steer cross functional collaboration by working closely with the CoE Product and Delivery teams to ensure tools and processes align with user needs.
Serve as an advanced subject matter expert and trusted advisor on innovation and thought leadership to senior leaders by staying informed on emerging trends and combining this insight with a deep understanding of team processes.