Service Designer

About the role

Humana's Insurance Product Experience 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. As a Service Designer, you will support concept initiatives across framing, research, experience design, testing, and planning for implementation. We are looking for a highly curious and hardworking designer who is ready to dive in to 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.

Responsibilities

• Support visioning and concept development projects, assisting with user research, analysis and synthesis, concept ideation, prototyping and testing, and implementation planning.
• Contribute to the design and delivery of components 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 ability to listen and to thoughtfully contribute to business stakeholder and channel partner team conversations, strengthening 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 Service Designer will…

• Craft visual stories that make complex concepts simple to understand, highlighting what is new and important to help us make decisions.
• 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.

Required Qualifications

• Bachelor's Degree in Design, HCD, or a related field
• 1-3 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

Work-At-Home Requirements

• 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.
• Satellite, cellular and microwave connection can be used only if approved by leadership.
• Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
• Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.
• 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.

Travel

While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Pay

$71,100 - $97,800 per year. This job is eligible for a bonus incentive plan based upon company and/or individual performance.

Benefits

• 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
• Many other opportunities