Lead Service Designer

Humana

3d • $115,200 - $158,400 • Remote

About The Position

Humana’s Insurance Product Experience (IPX) team takes a holistic view of member experiences, working with business stakeholders and across channels to identify opportunities to better support members throughout healthcare and health insurance. The team brings stakeholders and partners together to define future experiences and deliver on the experience vision.

The Lead Service Designer supports concept initiatives across framing, research, service design, testing, and implementation planning. The role leads vision definition and concept development, research and synthesis, ideation, prototyping, testing, and implementation planning. It also facilitates co-creation with cross-functional partners and produces artifacts that communicate the work. The designer collaborates across design, product, marketing, and operations to connect digital tools with offline touchpoints, builds productive stakeholder relationships, and stays current with health insurance, digital health, and service design practices.

The position is remote, with occasional travel to Humana offices for training or meetings. Employees working from home must have a dedicated workspace that protects member PHI/HIPAA information and meet the stated internet requirements: at least 25 Mbps download and 10 Mbps upload. The scheduled workweek is 40 hours. Compensation is estimated at $115,200–$158,400 per year, with eligibility for a bonus incentive plan.

Requirements

• Bachelor’s or Master’s degree in a design or research field.
• At least 7 years of relevant industry experience.
• Portfolio demonstrating foundational skills in journey mapping, user research, prototyping, information design, and/or illustration.
• Proficiency in design tools such as Figma, Lucid/Miro, PowerPoint, and Adobe Creative Suite.
• For home or hybrid work, self-provided internet service must provide at least 25 Mbps download and 10 Mbps upload; wireless, wired cable, or DSL is suggested.
• Work from a dedicated space without ongoing interruptions to protect member PHI/HIPAA information.

Responsibilities

• Lead vision definition and concept development projects, including user research, analysis and synthesis, concept ideation, prototyping and testing, and implementation planning.
• Lead co-creation workshops and ideation sessions with cross-functional stakeholders and channel partners to align on needs and generate ideas for improving service experiences.
• Design and deliver artifacts that communicate the work, such as service blueprints, low- and mid-fidelity prototypes, frameworks, concept illustrations, and slides.
• Collaborate with UX/UI designers, product teams, marketing, and operations to integrate digital tools and offline touchpoints seamlessly.
• Build relationships with business stakeholders and channel partner teams through emotional intelligence, listening, and thoughtful cross-enterprise collaboration.
• Stay informed about trends in health insurance, digital health, and service design best practices.
• Create clear, engaging visual stories that make complex or unclear concepts tangible.
• Rapidly prototype products and services to test conceptual requirements and show stakeholders and users possible solutions.
• Keep member and business problems in focus and articulate the rationale behind the work.
• Deliver thoughtful work efficiently.

Benefits

• Medical, dental, and vision benefits.
• 401(k) retirement savings plan.
• Paid time off, company holidays, and personal holidays.
• Paid parental and caregiver leave.
• Short-term and long-term disability coverage.
• Life insurance.
• Bonus incentive plan based on company and/or individual performance.
• Other opportunities supporting personal wellness and healthcare decisions for employees and their families.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior