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Senior Service Designer

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Humana

3mo ago

Applications are closed

  • Job
    Full-time
    Mid & Senior Level
  • Design
  • Chicago

Requirements

  • Bachelor’s Degree in a design related field
  • 4-6 years of experience with user experience design
  • 3+ years of experience with Design Thinking, Service Design, Design Strategy, user-centered design methodologies
  • Experience with horizontal leadership (i.e., an ability to productively collaborate across various organizations to drive cross-functional initiatives)
  • Expert facilitator with ability to design and deliver multiple types of design activities with consumers and business stakeholders
  • Demonstrated ability supporting user experience needs from design definition to execution and measurement in multiple channels
  • Experience with conducting user experience research
  • Advanced communication and storytelling abilities
  • Experience working with product teams using an Agile methodology
  • Demonstrated ability to work in a dynamic, complex, fast-paced environment
  • Additional Requirements:
  • A portfolio is required for interviewing.

Responsibilities

  • Collaborative Mindset: Work collaboratively with customers, product management, operators, and leadership to propose novel experience improvements for unique and diverse customer populations
  • Mastering the Craft: Build repeatable, effective tools and processes to reduce the time from consumer insights to validated release of new experiences in production
  • Relentless Curiosity: Drive customer research agenda, working with research, marketing and experience teams to coordinate and ensure activity aligns to strategy and knowledge gaps
  • Insightful Storytelling: Lead teams to synthesize findings into insights and business recommendations that engender empathy and drive impact
  • Problem Solving Start To Finish: Track implementation of end-to-end experience for each customer archetype and/or segment, tying improvement activities to key measures that create customer and business value
  • Attention To Detail: Design and maintain useful visual artifacts to describe the member and associate experience, including detailed end-to-end service blueprints/journey maps across all member touchpoints
  • Balanced Approach: Collaborate and co-create with product teams and business partners to quantify the value of a concept, design operational roles and processes, and build business models for larger deployment

FAQs

What is the primary role of a Senior Service Designer at Humana?

The primary role of a Senior Service Designer at Humana is to work in a multi-disciplinary team to create new service experiences for consumers, aiming to help members achieve their best health by ensuring seamless customer experience connectivity across various touchpoints, channels, and business offerings.

What qualifications are required to apply for this position?

Applicants must possess a Bachelor’s Degree in a design-related field, 4-6 years of experience with user experience design, 3+ years of experience with Design Thinking and service design, as well as experience in conducting user experience research and working with product teams using Agile methodology.

Is a portfolio required for the application process?

Yes, a portfolio showcasing relevant work is required for interviewing.

What methodologies does the Senior Service Designer utilize?

The Senior Service Designer uses strategic tools and human-centered approaches such as user experience research, customer personas, journey mapping, and service blueprinting.

What is the pay range for this position?

The pay range for the Senior Service Designer position is between $84,600 and $116,300 per year, depending on geographic location and individual skills, experience, education, and certifications.

Does this job offer remote work options?

Yes, the position allows for Home or Hybrid Home/Office work arrangements, with guidelines on internet service requirements and workspace setups.

What type of environment should the Home or Hybrid Home/Office employees maintain?

Employees are required to work from a dedicated space that lacks ongoing interruptions to protect member PHI (protected health information) and adheres to HIPAA regulations.

What benefits does Humana offer to its employees?

Humana offers competitive benefits, including medical, dental, and vision coverage, a 401(k) retirement savings plan, paid time off, short-term and long-term disability, life insurance, and various wellness support options.

What is the culture and philosophy behind Humana's Service Design team?

The Service Design team is focused on delivering a seamless healthcare experience centered around members, breaking down traditional silos, pioneering new methodologies, and innovating with a relentless focus on consumer experience.

How important is collaboration in this role?

Collaboration is highly important; the Senior Service Designer must work with customers, product management, operators, and leadership to propose experience improvements and drive cross-functional initiatives.

What additional skills are emphasized for the Senior Service Designer position?

Candidates should demonstrate advanced communication and storytelling abilities, as well as an insightful approach to synthesizing findings into actionable insights and business recommendations.

Humana

Science & Healthcare
Industry
1001-5000
Employees
1961
Founded Year

Mission & Purpose

At Humana, our cultural foundation is aligned to helping members achieve their best health by delivering personalized, simplified, whole-person healthcare experiences. Recognizing healthcare needs continue to evolve for each person, for each family and for each community, Humana continuously creates innovative solutions and resources that help people live their healthiest lives on their terms –when and where they need it. Our employees are at the heart of making this happen and that’s why we are dedicated to building an organization of dynamic talent whose experience and passion center on putting the customer first.