Principal Service Designer

San Antonio, Texas, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Health Insurance, HealthcareIndustries

Requirements

Candidates must possess 12+ years of experience in service design or systems-oriented experience design, with deep fluency in service design methods like blueprinting, journey mapping, prototyping, facilitation, and storytelling. They should have experience designing services that span digital tools and offline delivery, demonstrate a proven ability to lead through ambiguity and drive clarity in complex systems, and possess strong collaboration and stakeholder engagement skills across business functions. Experience with Agile product teams and cross-functional delivery, along with a portfolio showcasing strategic service design leadership and measurable impact, is required. A Bachelor's or advanced degree in Design, HCD, or a related field is also necessary.

Responsibilities

The Principal Service Designer will lead complex, cross-functional design initiatives across the entire service ecosystem, working with insurance, digital, operations, clinical, and support teams to orchestrate desirable, feasible, and sustainable member experiences. Responsibilities include defining and driving service design strategy, creating service blueprints, journey maps, and ecosystem models, and facilitating alignment across teams to deliver multi-touchpoint services. The role involves mentoring designers, evolving service design methods, contributing to the design culture, defining success metrics, leading post-launch evaluations, collaborating with operational teams for integration, and using storytelling and visual frameworks to influence senior stakeholders.

Skills

Service Design

Systems Thinking

Journey Mapping

Prototyping

Facilitation

Storytelling

Cross-functional Leadership

Operational Integration

Design Strategy

Blueprint Creation

Humana

Health insurance provider for seniors and military

About Humana

Humana provides health and well-being services, focusing on Medicare Advantage plans for seniors, military personnel, and communities. Their plans include HMO, PPO, and PFFS options, designed to improve health outcomes through comprehensive and flexible coverage. Humana's revenue comes from government contracts and member premiums, and they aim to maintain high renewal rates by offering quality service and competitive benefits. The company stands out by fostering a culture of inclusivity and belonging among its employees, while also ensuring accessibility for all members, including offering free language interpreter services. Humana's goal is to deliver value to its members through an extensive provider network and innovative health solutions.

Louisville, KentuckyHeadquarters

1961Year Founded

IPOCompany Stage

Social Impact, HealthcareIndustries

10,001+Employees

Risks

Potential over-reliance on AI could disrupt operations if systems fail or are compromised.

Rising medical costs and tightening Medicare reimbursements may strain financial performance.

Leadership change with new CEO Jim Rechtin could lead to strategic disruptions.

Differentiation

Humana is a leader in Medicare Advantage plans, focusing on seniors and military personnel.

The company emphasizes inclusivity, offering free language interpreter services for accessibility.

Humana leverages AI and cloud technologies through a partnership with Google Cloud.

Upsides

Humana's investment in Healthpilot enhances digital enrollment for Medicare options.

The company is the first insurer to cover TMS therapy for adolescent depression.

Humana's focus on value-based care aims to improve outcomes for kidney disease patients.

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