Lead Service Designer

Become a part of our caring community
 

At Humana, our commitment to whole-person health drives everything we do. We serve millions of members across the country with the goal of making healthcare more human, more compassionate, and more accessible. As we continue to evolve into a leading health and well-being company, we are reimagining member experiences to deliver empathy, clarity, and ease—at every touchpoint.

We’re seeking a systems-minded, impact-driven Lead Service Designer to help lead that transformation as part of our Insurance Product Experience (IPX) team.

Role Overview

Humana’s Insurance Product Experience (IPX) team was established to think holistically about the member experience, embedding with business stakeholders and looking across channels to identify and define opportunities to better support our members across the healthcare and health insurance experience. Our team serves a unique role for the enterprise in bringing together stakeholders and partners to define future experiences and to deliver against our experience vision.

Our Strategy & Service Designers play a key role in this process, supporting concept initiatives across framing, research, service design, testing, and planning for implementation. We are looking for a highly curious and hardworking designer who is ready to dive into a multitude of member challenges and opportunities from helping people find a provider that meets their needs to reimagining the moment members apply for a new plan. If you are motivated by making real change in an industry where it’s much needed, we would love to talk.

Responsibilities

• Lead vision definition and concept development projects, 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
• Accountable for designing and delivering artifacts integral to communicating our work, e.g., service blueprints, low- and mid-fidelity prototypes, frameworks, concept illustrations, slides
• Collaborate with UX/UI designers, product teams, marketing, and operations to ensure seamless integration between digital tools and offline touchpoints
• Demonstrate emotional IQ, ability to listen, and thoughtfulness to establish relationships with our business stakeholder and channel partner teams, and strengthen our ability to deliver through cross enterprise collaboration
• Stay informed about industry trends in health insurance, digital health, and service design best practices

An exceptional Lead Service Designer will…

• Craft visual stories that are simple to understand, interesting, and make fuzzy concepts tangible.
• Quickly prototype products and services to test conceptual requirements, demonstrating to stakeholders and users how we might address a problem or need.
• Never lose sight of the member and business problem, and always articulate the why.
• Deliver thoughtful work efficiently.
  

Use your skills to make an impact
 

Required Qualifications

• Bachelor’s or Master’s degree in a design or research field
• 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, PPT, and Adobe Creative Suite

Humana, a Fortune 50 Healthcare Company  

Humana is a Fortune 50 healthcare company with a history of successful innovation and reinvention, with over 50 years as a proven leader and innovator in the health and wellness industry. A passionate emphasis on people, choice, well-being, and innovation guide our business and culture. We’ve ranked #1 among health insurers on Forrester’s CX Index, benchmarking the best in Customer Experience, multiple years in a row. We’re not just a health insurance company: our diverse lines of business position us to serve millions of people with a wide range of needs, including seniors, military members, and self-employed individuals.

Work at Home Requirements: To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.$115,200 - $158,400 per yearThis job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.Application Deadline: 11-06-2026

About us
 

About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana.com and at CenterWell.com.

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Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.