Salem, OR, United States
Mar 12, 2022
Senior Service Designer
As a Senior Service Designer, you will be reporting to the AVP of Design strategy, your role will be specifically focused on Humana Medicare members during their enroll and onboard moments of their Humana journey. You will work with an agile methodology to grow our membership by delivering desirable experiences to consumers that improve clinical outcomes and help members achieve their best health, while driving profitability to support the long-term sustainability of our offerings. You will collaborate with the cross functional journey architecture team to create and iterate the E2E view of the first 365 days of a members experience with Humana. You will help to coordinate seamless connectivity across channels, touchpoints, and platforms, using strategic tools such as archetypes, current state journey mapping and blueprinting, future state visioning and storyboarding, all the way through into service concept testing and pilot design. Your work will be driven by segment specific business intelligence data and ethnographic research in service of developing targeted moments, needs, and opportunities where the journey architecture teams can design, test, and deliver optimized experience.
Humana, a Fortune 60 Healthcare Company
Humana is a Fortune 60 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'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.
Humana has a market leading Medicare Advantage and Medicare Prescription drug businesses, with full-year revenue reaching $77.2 billion in 2020, an increase of nearly 20% from $64.9 billion in 2019. Humana also continues to invest in developing a robust integrated care delivery model that integrates insurance with high value health care services, such as Primary Care, Home Care, and Pharmacy. Humana is consistently recognized as a top place to work in healthcare, especially in areas of Diversity and Inclusion.
Your Future Team- Experience Strategy & Transformation
Humana's Consumer Experience Strategy and Journey Design team was formed to deliver one thing: a personalized, seamless and easy healthcare experience for all our members. This team operates with a mandate to break down traditional silos and design solutions based on how our members seek and receive care, not how operating groups structure themselves. By teaming differently, pioneering agile methodologies, and relentlessly focusing on the consumer experience, the Consumer Experience Strategy and Design team seeks to deliver on this promise for all our members.
The Consumer Experience Strategy and Journey Design team supports this consumer-centric operating model from the moment a member learns about Humana through their first year as a member in our care. This team consists of strategy leaders dedicated to supporting a cross-functional teams of design strategists, technologists and operators. This team combines classical strategy methodologies with a pragmatic operational 'get-it-done' approach alongside several impacted business areas, including clinical services, sales, marketing, IT/technology, and customer service.
Within Humana's Retail Experience Transformation Team we are explorers, listeners, creators, and thinkers working together with our lines of business to create connected experience journeys that drive business and user value and impact.
As part of a multi-disciplinary team comprised of business strategy, design strategy, product strategy, business intelligence, data analysis, and product and experience orchestration the Senior Service Designer will:
Assist with the creation of service and product concepts either through storyboarding, wireframing, and/or other visual mediums to facilitate future state micro-journey concepts.
To support current state research and competitive benchmarking per micro-journey
Recruit/Screen candidates for research and concept testing.
Develop research plans and/or interview guides for sessions
Train other team members to get them up and running on their own research and concept studies
Synthesize all research findings and work with product managers and other team members to add to backlog
Work to iterate requirements, concepts, and other vision documentation
Develop Experience or Service design flows with either UX or process team collaborators and all associated assets (training guides, marketing materials, customer service guides etc)
Work collaboratively with customers, operators and leadership to propose novel experience improvements that align to priority measures
Be a great storyteller, who can seamlessly lead teams to synthesize findings into insights and business recommendations that drive impact
Collaborate and co-create with product teams and business partners quantify value the of a concept, design operational roles and processes, and build business models for larger deployment
Create communication artifacts that define current state and future state of the optimized experience.
4 years of relevant experience, or equivalent and 1-2 years of demonstrated horizontal leadership experience (i.e., projects, initiatives)
Advanced level powerpoint, Figma or sketch, illustrator/in-design or other communications design software
Experience doing service design or UX in agile environments with lean design support
Demonstrated experience collaborating with cross-disciplinary agile teams in regular sprint cadences
Primary consumer research experience, having contributed to compliant ethnographic studies in consumer homes touching on advanced subjects in the healthcare context
Demonstrated ability to translate consumer needs into conceptual experience models, design tests to validate hypotheses, refine experiences and deploy at scale through operating partners
Ability to quickly illustrate new ideas, concepts, and experiences visually to aid in story-telling and alignment toward a common north-star.
Expert facilitator with ability to design and deliver focus groups, workshops and multiple types of custom (co)design sessions with consumers and business SMEs
The ability to communicate and influence senior executives to individual contributors
Excellent time management skills, bringing the ability to quickly put structure in place to manage work in a dynamic complex environment
Bachelor's design degree in (Communications Design, Service Design, Design Research, or UX) or equivalent experience in a related field
Storyboarding, illustrating, and or animation skills either digitally or hand drawn
Ability to navigate in a fast-paced environment and prioritize tasks with competing deadlines
Strong interpersonal skills and an ability to productively collaborate across various organization/functions
WAH requirements: Must have the ability to provide a high speed DSL or cable modem for a home office. Associates or contractors who live and work from home in the state of California will be provided payment for their internet expense.
A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload) is required.
Satellite and Wireless Internet service is NOT allowed for this role.
A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information
For this job, associates are required to be fully COVID vaccinated, including booster or undergo weekly COVID testing and wear a face covering while at work. The weekly testing will need to be done through an approved Humana vendor, and unvaccinated associates should follow all social distancing and masking protocols if they are required to come into a Humana facility or work outside of their home. We are a healthcare company committed to putting health and safety first for our members, patients, associates, and the communities we serve.
If progressed to offer, you will be required to:
Provide proof of full vaccination, including booster or commit to testing protocols
Provide proof of applicable exemption including any required supporting documentation
Medical, religious, state and remote-only work exemptions are available.
Scheduled Weekly Hours
Website : http://www.humana.com