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Humana Lead Service Designer - Associate Technology Experience in Las Vegas, Nevada


The Experience Design Lead enhances the consumer experience by architecting experiences and building capabilities that will positively impact our customers. The Experience Design Lead works on problems of diverse scope and complexity ranging from moderate to substantial.


Position Overview

Humana is a Fortune 60 market leader in integrated healthcare whose dream is to help people achieve lifelong well-being. As a company focused on the health and well-being of the people we serve, Humana starts from within, and is committed to providing progressive benefits that advance the employment experience and vitality of the associate community.

Against that backdrop, we are seeking a talented Experience Design Lead to shape Humana's Associate Technology Experience. This person must be passionate about solving big problems, with expertise in understanding users' underlying needs and how to go about addressing them. The Experience Design Lead will report directly to the Director, Associate Technology Experience Design and will work on problems of diverse scope and complexity ranging from moderate to substantial. Examples include device procurement and setup, remote access and collaboration, and IT support and self-service.

The Experience Design Lead is...

Human-Centered - The Experience Design Lead puts people at the center of everything they do, always seeking to deeply understand and empathize with them in the entire context of their lives. They are comfortable advocating for associate needs with peers and leaders at the highest level, constantly striving to improve the associate's journey and experience using evidence-backed insights. They are instrumental in devising useful, usable, and delightful experiences for associates end-to end and across varying products, services, and channels.

Strategic - The Experience Design Lead is able to see the bigger picture and understand the broader systemic implications in order to create and orchestrate experiences that are desirable for associates, viable for the business, and operationally and technically feasible. They diligently use best practices and methods to uncover real business and associate needs, and synthesize insights from research and data to inform decisions at every level of the organization.

Collaborative - The Experience Design Lead is a humble and generous contributor to a cross- functional team. They recognize and respect the deep expertise in others, leveraging it to help move the team forward, often leading design activities like workshops and synthesis sessions.

A Storyteller - The Experience Design Lead is an excellent communicator and comfortable presenting everything from research to design solutions, both verbally and visually to colleagues, stakeholders and senior leaders. They can thoughtfully discuss and justify design decisions, give honest effective feedback to others, and leverage their communication techniques to influence and guide the broader strategy for Humana.

Key Responsibilities

The Experience Design Lead is a senior individual contributor and subject matter expert on experience design. They work within a cross-functional team to create and drive the delivery of both virtual and in-person service experiences that are impactful for our associates and measurable for the business.

  • Framing projects, problems, and opportunity spaces using inputs from stakeholders as well as secondary research

  • Drive learning agenda, research planning and research execution to uncover deep insights and identify opportunity areas impactful to both the user and Humana

  • Seamlessly facilitate cross-functional teams to build empathy, synthesize findings into insights and generate business recommendations that drive impact

  • Generate and thoughtfully articulate future concepts and experience roadmaps that envision how people will interact with the products and services we design

  • Build service blueprints that orchestrate end-to-end experiences

  • Define test and learn experiments to address critical uncertainties and key experience and performance indicators

  • Collaborate and co-create with product teams and business partners to quantify value the of a concept, design operational roles and processes, and build business models for larger deployment

Key Candidate Qualifications

  • Bachelor's degree in Design or equivalent experience in a related field

  • 7-10 years of relevant industry experience

  • A strong portfolio demonstrating a full understanding of the end-to-end design process and application of user-centered design processes

  • Demonstrated ability to plan, execute, and synthesize end-user research

  • Demonstrated ability to create design assets (e.g., customer journeys, flows, wireframes, visual designs, etc.)

  • Extensive experience with Adobe Creative Suite and other relevant design software

  • Strong communication, presentation, and interpersonal skills

In addition, the following professional qualifications and personal attributes are sought:

  • Master's degree in Interaction Design, Industrial Design, Design Strategy, or related field

  • Experience designing internal associate-facing solutions for large corporations

  • Understanding of areas of specialization within the greater design landscape, including but not limited to Design Research, Visual Design, Service Design, UI / UX Design, and Product Design; willingness to broaden own skillset into adjacent specializations while refining mastery of primary skillset

  • Highly collaborative mindset and excellent relationship-building skills, including the ability to engage many diverse stakeholders and SMEs and gain their co-ownership in the outcome

  • Remote workers should be located in the EST time zone (or work typical EST hours) with the ability to travel to Louisville as necessary

Scheduled Weekly Hours