Senior Professional Service Designer

📍 Job Overview

Job Title: Senior Professional Service Designer

Company: CenterWell

Location: Remote US

Job Type: Full-time

Category: Service Design / Experience Design

Date Posted: 2026-09-17

Experience Level: Mid-Senior Level (3-5 years)

Remote Status: Fully Remote

🚀 Role Summary

• Lead impactful service design projects focused on enhancing patient, customer, associate, and caregiver experiences across core CenterWell businesses.

• Translate complex research findings and stakeholder insights into cohesive service concepts, experience strategies, and actionable recommendations.

• Align and integrate people, processes, technology, and data to deliver superior service outcomes and drive continuous improvement.

• Facilitate critical discovery research, journey mapping, and collaborative workshops to identify opportunities and define future-state experiences.

📝 Enhancement Note: This role sits within a "pod structure," indicating a highly collaborative, cross-functional team environment likely focused on a specific business unit within CenterWell. The emphasis on aligning "people, processes, technology, and data" is a core tenet of effective Revenue Operations and Service Operations, suggesting this role will require a holistic approach to operational excellence.

📈 Primary Responsibilities

• Lead end-to-end service design initiatives, from initial research and ideation through to concept development and recommendation.

• Conduct and synthesize discovery research, including qualitative interviews, contextual inquiry, observations, and collaborative workshops.

• Develop comprehensive current and future-state service and experience blueprints, detailing frontstage and backstage interactions, handoffs, dependencies, and pain points.

• Clearly articulate the people, process, technology, and data requirements necessary to realize the intended service experience.

• Facilitate workshops and stakeholder sessions to gather insights, co-create solutions, and build consensus across diverse teams.

• Present compelling narratives and recommendations to senior leadership and cross-functional partners, effectively communicating complex ideas through visual storytelling.

• Manage project timelines, dependencies, and deliverables for multiple workstreams, ensuring high-quality output and alignment with business objectives.

• Identify opportunities for service improvement by analyzing qualitative and quantitative data, connecting insights across various operational domains.

📝 Enhancement Note: The responsibilities highlight a strong focus on process mapping, workflow optimization, and cross-functional collaboration, which are critical functions within Sales Operations and Revenue Operations. The expectation to "align people, processes, technology, and data" directly maps to the core objectives of these operational disciplines.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in Service Design, Design, Human-Centered Design, Design Research, Behavioral or Social Sciences, Business, or a closely related field.

• Master's Degree is preferred. Experience:

• Minimum of 3 years of progressive experience in service design, experience design, design research, or a related discipline.

• Proven track record of successfully leading service design projects from conception to implementation.

• Demonstrated ability to manage multiple workstreams, coordinate contributors, and deliver projects on time and within scope. Required Skills:

• Service Design & Experience Design: Deep understanding and practical application of human-centered design principles and service design methodologies.

• Artifact Creation: Proven experience in creating key service design deliverables such as service blueprints, experience blueprints, customer journey maps, ecosystem maps, and process flows.

• Research & Synthesis: Proficiency in conducting various forms of discovery research (interviews, observation, workshops) and synthesizing qualitative and quantitative data into actionable insights.

• Facilitation & Storytelling: Exceptional written, verbal, visual, and presentation skills, with a demonstrated ability to communicate complex ideas and recommendations effectively to diverse audiences, including senior leadership.

• Project Management: Strong organizational and project management skills to plan, coordinate, and execute discovery activities and manage cross-functional dependencies.

• Tool Proficiency: Comfort and practical experience with collaborative research, mapping, and visualization tools (e.g., Miro, Mural, Figma, Lucidchart) and standard Microsoft Office Suite applications.

• Analytical Acumen: Ability to summarize inputs, identify connections across people, processes, technology, and data, and translate findings into clear opportunities and recommendations.

Preferred Skills:

• Healthcare Industry Expertise: Subject-matter expertise in clinical care, pharmacy operations, or other healthcare environments.

• Advanced Analytics: Experience leveraging advanced data analytics to inform service design decisions.

📝 Enhancement Note: The emphasis on a "bachelor's degree in a related field" and 3+ years of experience places this role at a mid-to-senior level within the service design discipline. The required skills in artifact creation, research synthesis, and stakeholder communication are directly transferable to operational roles that require process documentation, data analysis, and cross-functional alignment.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Service Design Artifacts: Showcase a range of completed service design artifacts, including detailed service blueprints, multi-stage customer journey maps, and ecosystem maps that illustrate complex interactions and dependencies.

• Process Optimization Case Studies: Present specific case studies detailing how service design initiatives led to measurable improvements in user experience, operational efficiency, or cost reduction. Highlight the "before and after" state.

• Research & Insight Documentation: Include examples of how research findings (qualitative and quantitative) were translated into concrete design recommendations and strategic proposals.

• Stakeholder Collaboration Evidence: Demonstrate your ability to work collaboratively with diverse stakeholders by including examples of workshop outputs, co-creation artifacts, or feedback incorporated into design iterations.

Process Documentation:

• Workflow Design & Optimization: Provide examples of how you've mapped existing workflows and designed optimized future-state processes, clearly articulating the rationale and expected benefits.

• System & Technology Integration: Showcase instances where service design considered the integration of technology and systems, detailing how these elements support or hinder the desired user experience.

• Data-Driven Insights: Illustrate how data (user analytics, operational metrics, feedback) informed your design process and how you measured the impact of your implemented solutions.

📝 Enhancement Note: For a Senior Professional Service Designer role, a robust portfolio is crucial. Operations professionals often present portfolios showcasing process improvement initiatives, system implementations, and data-driven strategy development. This role's portfolio should similarly highlight the application of design thinking to solve operational challenges and improve stakeholder experiences.

💵 Compensation & Benefits

Salary Range:

• $78,400 - $107,800 per year.

• This range reflects a good faith estimate for full-time (40 hours/week) employment. Actual pay will vary based on demonstrated job-related skills, knowledge, experience, education, certifications, and geographic location. Benefits:

• Comprehensive Health Coverage: Medical, Dental, and Vision insurance plans.

• Retirement Savings: 401(k) retirement savings plan with potential company match.

• Work-Life Balance: Generous Paid Time Off (PTO), Company Holidays, and Personal Holidays.

• Family Support: Paid Parental Leave and Paid Caregiver Leave.

• Income Protection: Short-term and Long-term Disability insurance.

• Life Insurance: Basic and supplemental life insurance options.

• Incentive Program: Eligibility for a bonus incentive plan based on company and/or individual performance.

Working Hours:

• Standard 40 hours per week. The role is fully remote, offering flexibility in how the 40 hours are structured, provided business needs and collaboration with teams across various time zones are met.

📝 Enhancement Note: The provided salary range is competitive for a Senior Service Designer role in the US, especially for a remote position. The benefits package is comprehensive and aligns with industry standards for large organizations, particularly those focused on employee well-being, which is a common theme in organizations supporting healthcare services.

🎯 Team & Company Context

🏢 Company Culture

Industry: Healthcare Services (specifically focused on home-based care, primary care, and pharmacy services through CenterWell). CenterWell is a division of Humana.

Company Size: Humana is a large enterprise organization (tens of thousands of employees), indicating a structured environment with established processes and significant resources. CenterWell, as a key division, likely operates with a degree of autonomy while benefiting from corporate infrastructure.

Founded: Humana was founded in 1961, and CenterWell is a newer brand consolidating various healthcare services. This blend of established corporate history and innovative service expansion suggests a culture that values both stability and forward-thinking.

Team Structure:

• The role operates within a "pod structure," implying small, agile, cross-functional teams dedicated to specific business lines within CenterWell.

• This structure likely involves close collaboration with product managers, engineers, researchers, business analysts, and operational leaders.

• Reporting likely flows up through a Service Design or Experience Design leadership team, potentially within a larger GTM (Go-To-Market) or Product organization. Methodology:

• Human-Centered Design: The core methodology is deeply rooted in understanding user needs (patients, caregivers, associates) through research and empathy.

• Data-Driven Insights: Decisions are informed by both qualitative research and quantitative data analysis to ensure solutions are effective and aligned with business objectives.

• Iterative Process: Expect a cycle of research, design, prototyping, testing, and refinement to continuously improve services.

• Cross-Functional Collaboration: Success hinges on effective partnerships with various departments to ensure seamless integration of people, processes, and technology.

Company Website: https://www.centerwell.com/ and https://www.humana.com/

📝 Enhancement Note: Working within a large healthcare organization like Humana/CenterWell means navigating established processes and compliance requirements (e.g., HIPAA). The "pod structure" suggests a move towards more agile ways of working within a corporate framework, which is common in operational transformation initiatives.

📈 Career & Growth Analysis

Operations Career Level: This "Senior Professional" role indicates a mid-to-senior level position. It requires independent leadership on projects, the ability to guide others, and significant contribution to strategic initiatives. It's a role for an experienced practitioner ready to take ownership and drive impactful change.

Reporting Structure: The role likely reports to a Service Design Manager or Director, who oversees multiple pods or design disciplines. Collaboration will be extensive with stakeholders across product management, engineering, marketing, operations, and customer support within a specific business line.

Operations Impact: The Senior Professional Service Designer has a direct impact on the effectiveness and efficiency of CenterWell's core services. By improving patient, customer, and caregiver experiences, they contribute to higher satisfaction, increased retention, operational cost savings, and ultimately, business growth and revenue. This role bridges the gap between user needs and operational execution.

Growth Opportunities:

• Leadership Development: Potential to move into a Lead Service Designer or Managerial role, overseeing a team of designers and managing larger, more complex initiatives.

• Specialization: Opportunity to deepen expertise in specific areas of healthcare service design (e.g., digital health, chronic care management, pharmacy services).

• Cross-Functional Mobility: Experience gained in service design, process optimization, and stakeholder management can open doors to roles in Product Management, Operations Strategy, or Customer Experience Management within CenterWell or Humana.

• Mentorship: Opportunity to mentor junior designers and contribute to the overall growth of the design practice within the organization.

📝 Enhancement Note: For individuals in Revenue Operations, Sales Operations, or GTM roles, the skills developed here – process mapping, stakeholder alignment, data synthesis, and strategic recommendation – are highly valuable for career advancement into operational leadership. The emphasis on impact on "satisfaction, retention, and cost savings" directly aligns with key operational KPIs.

🌐 Work Environment

Office Type: This is a fully remote position, designated as "Work at Home." While remote, occasional travel to Humana offices for training or meetings may be required.

Office Location(s): Remote within the United States. Specific office locations are not the primary workspace, but employees should be prepared for potential travel to Humana facilities.

Workspace Context:

• Dedicated Home Office: Employees are required to work from a dedicated space that lacks ongoing interruptions and ensures the protection of member Protected Health Information (PHI) and HIPAA information.

• Internet Requirements: Minimum download speed of 25 Mbps and upload speed of 10 Mbps is required via wireless, wired cable, or DSL. Humana reserves the right to require upgrades if necessary.

• Collaborative Tools: Access to and proficiency with collaborative platforms (e.g., Miro, Mural, Teams) will be essential for virtual collaboration with design pods and stakeholders.

Work Schedule:

• The standard schedule is 40 hours per week. While remote, effective time management and availability for scheduled meetings and collaborative sessions across different US time zones are expected.

📝 Enhancement Note: The "dedicated space" and "PHI/HIPAA protection" requirements are critical for any role handling sensitive data, which is standard in healthcare. For operations roles, this underscores the importance of data security and compliance in all remote work practices.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review applications and resumes, likely focusing on experience with service design methodologies, relevant artifacts, and healthcare exposure.

• Hiring Manager Interview: An in-depth discussion about your experience, approach to service design, and understanding of human-centered principles. Expect questions about your background and how it aligns with CenterWell's mission.

• Portfolio Review & Presentation: You will likely be asked to present a selection of your work, focusing on 1-3 key projects. This is where you demonstrate your process, problem-solving skills, and the impact of your work. Be prepared to discuss your role, challenges, and outcomes.

• Cross-Functional Interview(s): Interviews with potential team members from within a "pod" (e.g., product managers, engineers, operational leads) to assess collaboration style, communication skills, and ability to integrate with the team.

• Final Interview: Potentially with senior leadership to discuss strategic alignment and overall fit within the organization.

Portfolio Review Tips:

• Curate Strategically: Select projects that best showcase your end-to-end service design process, problem-solving capabilities, and impact. Prioritize healthcare-related projects if possible.

• Tell a Story: For each project, clearly articulate the problem statement, your role, the research conducted, design decisions made, the process followed, challenges encountered, and the measurable outcomes achieved. Focus on the "why" and the "how."

• Highlight Operational Impact: Emphasize how your design solutions improved efficiency, reduced costs, streamlined processes, or enhanced user satisfaction. Quantify results whenever possible.

• Demonstrate Collaboration: Showcase examples of how you worked with diverse stakeholders, facilitated workshops, and integrated feedback.

• Visual Clarity: Ensure your portfolio is well-organized, visually appealing, and easy to navigate. Use clear language and compelling visuals.

Challenge Preparation:

• Be prepared for potential case studies or design challenges during the interview process, which might involve analyzing a hypothetical service problem, mapping a process, or outlining a research approach.

• Practice articulating your thought process clearly and concisely. Focus on demonstrating your structured approach to problem-solving.

• Research CenterWell's services, mission, and recent initiatives to understand their operational context and potential user needs.

📝 Enhancement Note: For operations candidates, the portfolio review is paramount. This section provides guidance on how to structure and present projects that demonstrate operational thinking, process improvement, and measurable business impact, aligning with the expectations for this Service Design role.

🛠 Tools & Technology Stack

Primary Tools:

• Collaborative Whiteboarding & Mapping: Miro, Mural, Figma (for collaborative ideation, journey mapping, service blueprinting).

• Prototyping & Design: Figma, Sketch, Adobe Creative Suite (for creating wireframes, mockups, and visual assets).

• Documentation & Project Management: Microsoft Office Suite (Word, Excel, PowerPoint), potentially JIRA or Asana for project tracking.

• Research Tools: SurveyMonkey, Qualtrics, user testing platforms (for gathering and analyzing user feedback).

Analytics & Reporting:

• Data Analysis: Excel, potentially Tableau or Power BI for visualizing user data and operational metrics.

• CRM & Customer Data Platforms: While not directly designing within a CRM, understanding how service design interacts with CRM data (e.g., customer journey tracking, feedback loops) is beneficial.

CRM & Automation:

• Understanding how service design recommendations translate into changes within CRM systems, workflow automation tools, and other operational platforms is key.

📝 Enhancement Note: While this role is focused on design, proficiency with collaborative tools is essential for remote teamwork. For operations professionals, understanding how design thinking can leverage and inform CRM, automation, and analytics platforms is a significant advantage.

👥 Team Culture & Values

Operations Values:

• Patient/Customer Centricity: A fundamental value driving all design and operational decisions, ensuring that the needs and experiences of individuals are prioritized.

• Empathy & Compassion: Essential for understanding the nuances of healthcare experiences and designing solutions that are supportive and effective.

• Collaboration & Teamwork: The "pod structure" emphasizes a highly collaborative environment where diverse perspectives are valued and integrated.

• Data-Driven Decision Making: A commitment to using both qualitative and quantitative data to inform strategy, validate hypotheses, and measure impact.

• Continuous Improvement: A proactive mindset focused on identifying opportunities to refine processes, enhance experiences, and drive greater efficiency.

Collaboration Style:

• Cross-Functional Integration: Expect to work closely with individuals from various departments (product, engineering, operations, clinical, marketing), requiring strong communication and negotiation skills.

• Workshop Facilitation: A culture that embraces collaborative problem-solving through facilitated workshops and design sprints.

• Feedback Loops: Openness to giving and receiving constructive feedback to iterate on designs and processes.

• Shared Ownership: A sense of collective responsibility for the success of the service and the user experience.

📝 Enhancement Note: The values of patient/customer-centricity, empathy, and data-driven decision-making are highly relevant to Revenue Operations and Sales Operations, where understanding the customer journey and optimizing processes for efficiency and satisfaction are key goals.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating a Large Organization: Balancing innovative design thinking with the established processes, compliance requirements (HIPAA), and stakeholder needs of a large healthcare enterprise like Humana/CenterWell.

• Translating Research into Action: Effectively bridging the gap between research insights and actionable, implementable solutions that align with business constraints.

• Cross-Functional Alignment: Gaining buy-in and managing dependencies across diverse teams with potentially competing priorities.

• Measuring Impact: Developing robust metrics to demonstrate the ROI and effectiveness of service design initiatives in a complex healthcare ecosystem.

Learning & Development Opportunities:

• Healthcare Domain Expertise: Deepen knowledge of the healthcare industry, clinical pathways, pharmacy operations, and patient journeys.

• Advanced Design Methodologies: Opportunities to explore and implement cutting-edge service design and experience design techniques.

• Leadership Skills: Development in project leadership, stakeholder management, and team facilitation.

• Strategic Influence: Chance to influence strategic direction through impactful service design recommendations.

📝 Enhancement Note: For operations professionals, the challenge of navigating large organizations and demonstrating ROI is a common theme. This role offers a unique opportunity to apply operational thinking within a design framework to address these challenges.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service design project you led from end-to-end. What was the problem, your approach, the key challenges, and the outcome?" (Focus on process, impact, and your role).

• "How do you balance user needs with business requirements and technical constraints in your design process?" (Demonstrate strategic thinking and compromise).

• "Walk us through how you would approach designing a new patient onboarding experience for CenterWell's primary care services." (Showcase your methodology, research approach, and key considerations).

• "How do you use data (qualitative and quantitative) to inform your service design decisions?" (Highlight analytical skills and data-driven approach). Company & Culture Questions:

• "What interests you about CenterWell and Humana, and why is this role a good fit for you?" (Research their mission, values, and recent initiatives).

• "How do you approach collaboration with cross-functional teams, especially those outside of design?" (Emphasize communication, empathy, and partnership).

• "Describe a time you had to influence stakeholders who were resistant to your design recommendations." (Showcase your persuasion and negotiation skills). Portfolio Presentation Strategy:

• Structure Your Narrative: For each project, clearly define the problem, your specific role, the research and discovery methods used, the design process, key decisions, challenges, and the measurable results.

• Focus on "Why" and "How": Explain the rationale behind your design choices and how you navigated complexities.

• Quantify Impact: Use metrics to demonstrate the effectiveness of your solutions (e.g., improved satisfaction scores, reduced wait times, increased conversion rates, cost savings).

• Be Prepared for Deep Dives: Anticipate detailed questions about your process, tools, and decision-making.

• Connect to CenterWell: Tailor your examples to resonate with the healthcare context and CenterWell's specific business areas if possible.

📝 Enhancement Note: The interview process for this role will heavily rely on demonstrating your design process and its tangible outcomes. For operations candidates, framing their experience in terms of process improvement, efficiency gains, and stakeholder alignment will be crucial for success.

📌 Application Steps

To apply for this Senior Professional Service Designer position:

• Submit your application through the provided link on the CenterWell/Humana careers portal.

• Tailor Your Resume: Highlight experience in service design, user experience, design research, process mapping, and stakeholder management. Use keywords from the job description, such as "service blueprints," "customer journeys," and "human-centered design." Quantify achievements with specific metrics where possible.

• Prepare Your Portfolio: Curate 2-3 compelling projects that showcase your end-to-end service design process, problem-solving skills, and impact. Be ready to present and discuss these in detail, focusing on how you translated research into actionable solutions and improved user experiences.

• Research CenterWell: Understand their mission, values, key service offerings (primary care, pharmacy), and their commitment to improving healthcare experiences. This will help you articulate your interest and align your answers with their goals.

• Practice Your Narrative: Rehearse your answers to common interview questions, particularly those related to your experience, design process, collaboration style, and ability to drive impact. Be ready to discuss your portfolio projects thoroughly.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.