Service Design Lead

Humana • Denver, CO

2d • Remote

About The Position

The Service Design Lead plays a critical role in ensuring Humana’s AI investments deliver meaningful, high-value experiences for associates. This role brings a human-centered perspective to AI product design—aligning advanced capabilities to real workflows, decisions, and outcomes. You will lead the design of intuitive, responsible, and adoption-ready AI-enabled services, partnering across product, engineering, and business teams to scale solutions that improve productivity, build trust, and drive enterprise value.

Requirements

• Service design, product design, or experience strategy in enterprise environments
• Experience designing AI-enabled services across end-to-end workflows
• Expertise in human-centered and responsible AI design
• Experience with multi-system service design (ServiceNow, Microsoft 365, enterprise chat)
• Proven ability to lead cross-functional collaboration

Nice To Haves

• Experience with Copilot, AI agents, chatbots, or workflow automation
• Background in knowledge architecture, taxonomy, and content design
• Experience building service blueprints and scalable design standards
• Ability to define outcome-based success metrics
• Familiarity with enterprise experimentation platforms (e.g., Humana Strider)

Responsibilities

• Lead end-to-end service design for AI-enabled products and workflows
• Translate AI capabilities into simple, intuitive associate experiences
• Create service blueprints, standards, and reusable patterns for scale
• Partner across product, engineering, analytics, risk, and operations to deliver aligned solutions
• Design across enterprise platforms (e.g., ServiceNow, Microsoft 365, chat tools)
• Ensure responsible, human-centered AI practices are embedded in all experiences
• Define and measure outcomes to continuously improve adoption and effectiveness
• Use your skills to make an impact

Benefits

• medical
• dental
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed