Service Designer

📍 Job Overview

Job Title: Service Designer

Company: Humana

Location: Remote US

Job Type: Full-time

Category: Service Design / User Experience Operations

Date Posted: May 08, 2026

Experience Level: 1-3 years

Remote Status: Fully Remote

🚀 Role Summary

• Drive the development of service strategies and visions by supporting concept initiatives across framing, research, experience design, testing, and implementation planning, with a focus on improving member experiences within the healthcare and health insurance sectors.

• Contribute to the creation of essential communication components, including service blueprints, low- and mid-fidelity prototypes, frameworks, concept illustrations, and presentations, to effectively convey complex ideas and decisions.

• Foster seamless integration between digital tools and offline touchpoints by collaborating closely with UX/UI designers, product teams, marketing, and operations stakeholders.

• Demonstrate strong emotional intelligence and curiosity to engage in thoughtful conversations with business stakeholders and channel partners, enhancing cross-enterprise collaboration and delivery.

• Maintain an informed perspective on industry trends within health insurance, digital health, and best practices in service design to ensure innovative and relevant solutions.

📝 Enhancement Note: While the title is "Service Designer," the responsibilities and required collaborations (e.g., with operations teams, digital tools, offline touchpoints) indicate a strong overlap with operations-focused roles, particularly in ensuring the seamless execution of designed experiences. The role requires translating design concepts into actionable plans that operations teams will implement.

📈 Primary Responsibilities

• Support the Insurance Product Experience team in envisioning and developing future member experiences by conducting user research, synthesizing findings, and ideating on innovative solutions.

• Assist in the creation and delivery of key design artifacts such as service blueprints, journey maps, and prototypes to visualize and test proposed service concepts and workflows.

• Collaborate with cross-functional teams, including UX/UI designers, product managers, marketing specialists, and operations personnel, to ensure the cohesive integration of designed experiences across all channels.

• Actively participate in stakeholder discussions, demonstrating empathy and curiosity to understand business needs and operational constraints, thereby strengthening cross-enterprise collaboration.

• Contribute to the planning and execution of user testing and feedback sessions to validate design concepts and gather insights for iterative improvement.

• Develop compelling visual stories and concept illustrations to communicate complex service designs and strategic recommendations to diverse audiences.

• Stay abreast of industry best practices in service design, human-centered design (HCD), and emerging trends in digital health and health insurance to inform strategy and execution.

• Support the transition of designed concepts into actionable implementation plans for various teams, including operations, ensuring a smooth handover and successful rollout.

📝 Enhancement Note: The responsibilities emphasize the "design" aspect, but the explicit mention of "operations" in cross-functional collaboration and the need for "implementation planning" suggest that this role requires an understanding of operational feasibility and execution. The output of this role directly impacts how operational processes are perceived and executed by members.

🎓 Skills & Qualifications

Education: Bachelor’s Degree in Design, Human-Centered Design (HCD), or a closely related field.

Experience: 1-3 years of relevant industry experience in service design, UX design, or a related customer experience role.

Required Skills:

• Demonstrated foundational skills in journey mapping, user research, prototyping, and information design as evidenced by a strong portfolio.

• Proficiency in creating service blueprints to map out complex service interactions and touchpoints.

• Ability to ideate and develop concepts that address identified member needs and business challenges.

• Strong storytelling skills to craft compelling narratives around design solutions and their impact.

• Proficiency in design and collaboration tools, including Figma, Lucid/Miro, PowerPoint (PPT), and Adobe Creative Suite.

• Ability to effectively synthesize information from research to inform design decisions.

• Strong cross-functional collaboration skills to work effectively with diverse teams.

Preferred Skills:

• Experience in the healthcare or health insurance industry, understanding of related regulations (e.g., HIPAA).

• Familiarity with digital health technologies and trends.

• Experience with illustration for conceptual representation.

• Knowledge of human-centered design (HCD) methodologies.

• Ability to conduct and analyze qualitative and quantitative user research.

• Experience in testing and iterating on service concepts.

📝 Enhancement Note: The required experience level (1-3 years) suggests a junior to mid-level role. The emphasis on a portfolio is critical for demonstrating practical application of design skills, especially in translating concepts into tangible assets that can be understood and acted upon by operations and product teams.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive portfolio showcasing practical application of journey mapping, demonstrating the ability to visualize customer or member paths and identify pain points.

• Evidence of user research methodologies applied to understand user needs, behaviors, and motivations.

• Examples of prototyping at various fidelities (low- to mid-fidelity) to test and communicate design concepts.

• Demonstrations of information design skills, illustrating the ability to structure and present complex information clearly.

Process Documentation:

• Showcase of work that documents the workflow design and optimization process for a service or experience.

• Examples of how prototypes were used to validate user flows and gather feedback before implementation.

• Evidence of understanding how designed services interact with existing systems and operational processes.

• Documentation of how insights from research and testing were translated into actionable design recommendations.

📝 Enhancement Note: For a Service Designer role, the portfolio is paramount. It should not just showcase visual design but the process of understanding a problem, researching it, designing a solution, and planning for its execution. The emphasis on operations collaboration means portfolio pieces should ideally hint at how the designed service integrates with or impacts operational workflows.

💵 Compensation & Benefits

Salary Range: $71,100 - $97,800 per year. This range reflects a good faith estimate for full-time (40 hours per week) employment in the U.S. based on the provided information. Actual compensation will vary based on geographic location, demonstrated skills, knowledge, experience, education, and other job-related factors.

Benefits:

• Comprehensive Medical, Dental, and Vision insurance plans.

• 401(k) Retirement Savings Plan with company contributions.

• Generous Paid Time Off (PTO), including company holidays, personal holidays, and volunteer time off.

• Paid Parental and Caregiver Leave to support employees during significant life events.

• Short-term and Long-term Disability insurance coverage.

• Life Insurance policies.

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

Working Hours: 40 hours per week.

While this is a remote role, occasional travel to Humana offices for training or meetings may be required.

📝 Enhancement Note: The salary range is typical for a junior to mid-level designer in a remote US-based position, particularly within a large, established company like Humana. The benefits package is robust, reflecting a commitment to employee well-being and financial security, which is attractive to operations professionals who often value stability and comprehensive support.

🎯 Team & Company Context

🏢 Company Culture

Industry: Healthcare and Health Insurance. Humana is a leading U.S. healthcare company focused on delivering care and service to millions of people, with offerings in insurance services and healthcare services (CenterWell). This industry context is crucial for understanding the complexities of member experience and the regulatory environment (e.g., HIPAA).

Company Size: Large Enterprise. Humana is a publicly traded company with a significant employee base, indicating a structured environment with established processes and a wide range of career opportunities. For operations professionals, this often means access to sophisticated tools, extensive training, and clear career paths.

Founded: Humana was founded in 1961, signifying a long history and deep expertise in the healthcare sector. This longevity suggests a stable organization with a proven track record and a culture that likely values experience and evolution.

Team Structure:

• The Insurance Product Experience team is established to provide a holistic view of the member experience, embedding with business stakeholders. This suggests a cross-functional, embedded team structure.

• The team's role is to identify and define opportunities across channels to better support members, acting as a central point for defining future experiences and delivering on an enterprise experience vision.

Methodology:

• Holistic Member Experience: The team's primary methodology is to understand and improve the entire member journey, not just isolated touchpoints.

• Cross-functional Collaboration: Embedding with business stakeholders and partnering with various departments (UX/UI, Product, Marketing, Operations) is central to their approach.

• Design Thinking & Service Design Principles: The role description points to a process involving framing, research, ideation, prototyping, testing, and implementation planning, all core components of service design and human-centered design.

• Data-Informed Decision Making: While not explicitly stated as a "methodology," the need to analyze, synthesize, and visually communicate complex concepts implies a data-driven approach to understanding and improving experiences.

Company Website: Humana.com and CenterWell.com

📝 Enhancement Note: The company's focus on healthcare and member experience, combined with its large size, suggests that operations roles within Humana would be involved in highly regulated, complex processes with a strong emphasis on compliance, data security (PHI/HIPAA), and customer satisfaction. The Service Designer's role is to bridge the gap between strategic vision and operational execution in this context.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a Junior to Mid-Level Service Designer (1-3 years of experience). While not strictly an "operations" title, the responsibilities involve translating design into actionable plans that impact operational execution and member interaction with services. Professionals in this role develop skills in process mapping, cross-functional communication, and understanding business/operational constraints.

Reporting Structure: The Service Designer will likely report into a manager or lead within the Insurance Product Experience team, which itself seems to be a specialized function within a larger Product, Experience, or Customer Strategy division. They will collaborate extensively with various departments, including operations teams who are responsible for the implementation and delivery of services.

Operations Impact: The Service Designer's work directly influences how Humana's services are perceived and experienced by members. By designing intuitive and efficient processes, this role can lead to:

• Reduced operational friction: Smoother processes for members can translate to fewer support calls and less manual intervention for operations teams.

• Improved member satisfaction: Well-designed experiences foster loyalty and positive sentiment.

• Increased operational efficiency: By identifying and streamlining touchpoints, the role can help optimize workflows and resource allocation within operations.

• Enhanced adoption of digital tools: Designing user-friendly digital components encourages members to self-serve, reducing the burden on call centers and support staff.

Growth Opportunities:

• Specialization in Healthcare Service Design: Deepen expertise in designing for complex healthcare journeys, understanding unique member needs and regulatory requirements.

• Transition to UX/UI Design: Leverage foundational design skills to move into more specialized UX/UI roles focused on digital product interfaces.

• Movement into Product Management: Develop a strategic understanding of member needs and business objectives, paving a path towards product strategy and management.

• Operations Strategy & Process Improvement: Gain insights into operational challenges and opportunities, potentially leading to roles focused on process optimization, program management, or business analysis within operations.

• Leadership in Experience Design: With experience, grow into senior or lead designer roles, mentoring junior designers and driving larger initiatives.

📝 Enhancement Note: While the title is "Service Designer," the inherent need to collaborate with and influence operational execution makes this a valuable stepping stone for individuals interested in broader GTM or operations strategy. The ability to translate user needs into practical, implementable service designs is a highly transferable skill in the operations domain.

🌐 Work Environment

Office Type: This is a Fully Remote position within the United States. Employees are expected to work from a dedicated home office space.

Office Location(s): While the role is remote nationally, occasional travel to Humana's offices may be required for training or meetings. Specific office locations are not detailed but can be inferred to be across Humana's operational footprint in the U.S.

Workspace Context:

• Dedicated Home Office: Employees must maintain a dedicated, interruption-free workspace to ensure privacy and compliance with HIPAA/PHI regulations.

• Technology Requirements: A stable internet connection (minimum 25 Mbps download / 10 Mbps upload) is mandatory. Specific connection types (wired cable, DSL) are suggested, with wireless, satellite, or cellular requiring leadership approval. Humana will provide necessary telephone equipment.

• Collaborative Environment: Although remote, the role emphasizes collaboration through digital tools (Figma, Miro, Lucid) and virtual meetings, fostering a connected team dynamic despite physical distance.

Work Schedule: Standard full-time schedule of 40 hours per week. While remote work offers flexibility, core working hours will likely align with standard business operations to facilitate collaboration with teams across different time zones within the US.

📝 Enhancement Note: The strict requirements for a dedicated, interruption-free workspace and reliable internet highlight the importance of compliance and operational continuity for a company handling sensitive health information. Remote operations roles at Humana will likely demand a high degree of self-discipline and adherence to security protocols.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your application, resume, and critically, your portfolio. This stage assesses your foundational skills and experience relevant to service design and user experience.

• Hiring Manager/Team Interview: A discussion focusing on your experience, approach to service design challenges, and how you collaborate with stakeholders. Expect questions about your past projects and problem-solving methodologies.

• Portfolio Presentation/Case Study: You will likely be asked to present a key project from your portfolio, detailing the problem, your process (research, ideation, design), the solution, and the impact. This is a crucial step to assess your strategic thinking and communication skills.

• Cross-functional/Stakeholder Interview: An opportunity to meet with potential collaborators from UX/UI, Product, Marketing, or Operations teams. This assesses cultural fit, collaboration style, and your understanding of how design impacts different business functions.

• Final Interview: May involve a senior leader to discuss your career aspirations and overall fit with Humana's mission and values.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 projects that best demonstrate your skills in journey mapping, user research, prototyping, and service blueprinting, aligning with the job description.

• Tell a Story: For each project, clearly articulate the problem, your role, the process you followed, the solutions you designed, and the outcomes or impact (quantifiable if possible). Emphasize the "why" behind your decisions.

• Highlight Collaboration: If possible, showcase how you worked with other teams (e.g., operations, product) and how your design considered their needs or constraints.

• Showcase Tools: Clearly indicate the tools used (Figma, Miro, etc.) and how they facilitated your design process.

• Focus on Impact: Even for junior roles, demonstrate an understanding of how your design contributes to business goals or member satisfaction.

Challenge Preparation:

• Service Design Principles: Be ready to discuss core service design concepts, methodologies, and frameworks.

• Problem-Solving Scenarios: Prepare to walk through how you would approach a hypothetical member challenge within the healthcare/insurance space.

• Cross-functional Communication: Think about how you would communicate complex design ideas to non-designers, including operations teams.

• Industry Awareness: Understand Humana's mission and the general landscape of health insurance and digital health.

📝 Enhancement Note: The portfolio is the most critical component for this role. Candidates should prepare to articulate not just the design itself but the strategic thinking, research backing, and operational considerations that went into it. For operations professionals looking to transition, highlighting any experience in process mapping, workflow analysis, or cross-functional project coordination within their portfolio will be beneficial.

🛠 Tools & Technology Stack

Primary Tools:

• Figma: Essential for UI/UX design, prototyping, and collaborative design workflows. Proficiency in creating interactive prototypes and design systems is expected.

• Service Design / Whiteboarding Tools: Lucid and Miro are key for creating service blueprints, journey maps, user flows, and facilitating remote brainstorming sessions.

• Presentation Software: Microsoft PowerPoint (PPT) is crucial for creating compelling visual stories and presenting design concepts and research findings to stakeholders.

• Adobe Creative Suite: While not specified for all tasks, proficiency in tools like Illustrator or Photoshop may be beneficial for creating custom illustrations or refining visual assets.

Analytics & Reporting:

CRM & Automation:

• Experience with CRM systems (e.g., Salesforce) or marketing automation platforms is not explicitly required but would provide context on how member journeys are managed and supported through integrated systems, which can inform design.

📝 Enhancement Note: The emphasis on Figma, Lucid/Miro, and PPT highlights the need for strong visual communication and collaborative digital tool proficiency. For operations candidates, this means being comfortable with digital collaboration platforms and visual representation of processes and systems.

👥 Team Culture & Values

Operations Values:

• Member-Centricity: The core value is a deep commitment to understanding and improving the member experience in healthcare. Every design decision should stem from member needs.

• Collaboration & Partnership: Emphasizes working effectively with diverse teams (UX/UI, Product, Marketing, Operations) to achieve shared goals. A willingness to listen and contribute thoughtfully is key.

• Curiosity & Continuous Learning: Encourages a proactive approach to understanding complex problems, staying informed about industry trends, and seeking new insights.

• Efficiency & Impact: While focused on design, there's an underlying drive to deliver work efficiently and ensure that designs have a tangible, positive impact on members and the business.

• Integrity & Compliance: Implicit in the healthcare industry, a strong sense of responsibility for handling sensitive information (PHI/HIPAA) and adhering to regulations.

Collaboration Style:

• Cross-functional Integration: The team actively embeds with business stakeholders and collaborates across departments to ensure a unified approach to member experience.

• Open Communication: Encourages thoughtful contributions to conversations and active listening to strengthen relationships and understanding between teams.

• Iterative Design and Feedback: The process involves testing and gathering feedback, suggesting a culture that values constructive criticism and continuous improvement.

• Shared Vision: Works towards a common enterprise experience vision, ensuring that individual projects contribute to a larger strategic goal.

📝 Enhancement Note: The values of member-centricity, collaboration, and continuous learning are highly relevant for operations professionals. Understanding how to translate these values into daily work, especially in ensuring seamless operational execution of designed member experiences, will be key for success.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Healthcare Complexity: The health insurance industry is highly regulated and complex, requiring a deep understanding of member needs, business processes, and compliance requirements (HIPAA).

• Balancing Member Needs with Business Constraints: Designing solutions that are desirable for members while also being feasible and cost-effective from an operational and business perspective.

• Cross-Enterprise Alignment: Gaining buy-in and ensuring consistent execution of service designs across multiple departments and stakeholders with potentially competing priorities.

• Measuring Impact in a Remote Environment: Effectively tracking and demonstrating the impact of service design initiatives when working remotely and collaborating across dispersed teams.

• Translating Vision to Operational Reality: Bridging the gap between conceptual design and the practical, day-to-day execution by operations teams.

Learning & Development Opportunities:

• Healthcare Industry Expertise: Develop specialized knowledge in health insurance, digital health, and member journey complexities.

• Advanced Service Design Techniques: Deepen skills in service blueprinting, journey mapping, user research, and stakeholder management.

• Cross-functional Skill Development: Gain exposure to product management, UX/UI design, marketing strategies, and operational workflows.

• Data Analysis and Interpretation: Enhance ability to leverage data to inform design decisions and measure impact.

• Mentorship and Leadership: Opportunities to learn from experienced designers and leaders, potentially leading to future mentorship roles.

📝 Enhancement Note: For those transitioning from pure operations, the challenge will be adapting to a design-centric mindset while leveraging their operational knowledge to ensure practical implementation. The growth opportunities offer pathways into specialized design roles or a more strategic understanding of how design impacts business operations.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to translate a complex member need into a tangible service design. What was your process, and what was the outcome?" (Focus on research, ideation, and impact.)

• "How do you approach collaborating with operations teams or stakeholders who may not be familiar with service design principles?" (Highlight communication, empathy, and finding common ground.)

Company & Culture Questions:

• "What interests you about Humana's mission and working within the healthcare industry?" (Show genuine interest in their purpose and sector.)

• "How do you stay updated on trends in service design, digital health, and the broader healthcare landscape?" (Demonstrate your commitment to continuous learning.)

Portfolio Presentation Strategy:

• Structure is Key: For each portfolio piece, use a clear narrative: Problem -> Your Role -> Process -> Solution -> Outcome/Impact.

• Highlight the "Why": Explain the rationale behind your design choices, linking them back to user research or business objectives.

• Showcase Collaboration: If applicable, describe how you worked with other teams (e.g., operations, product) and what you learned from those interactions.

• Be Prepared for Deep Dives: Anticipate questions about specific tools, techniques, and the details of your process.

• Connect to Humana: If possible, subtly tie your experiences or insights to Humana's mission or the healthcare industry.

📝 Enhancement Note: When preparing, think about how your operational experience can be framed as an asset. Your understanding of process, efficiency, and stakeholder management is directly relevant to ensuring service designs are not just aesthetically pleasing but functionally viable and impactful from an operational standpoint.

📌 Application Steps

To apply for this Service Designer position:

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

• Tailor your resume: Emphasize your experience with journey mapping, user research, prototyping, and service blueprinting. Highlight any experience collaborating with cross-functional teams, including operations, marketing, or product.

• Curate your portfolio: Select 2-3 strong projects that showcase your design process from problem identification through to solution and impact. Ensure it demonstrates your proficiency with tools like Figma and Miro, and clearly articulates your role and contributions.

• Prepare for case studies: Be ready to discuss specific projects in detail, explaining your strategic thinking, design rationale, and how you measured success. Practice articulating your process clearly and concisely.

• Research Humana: Understand Humana's mission, values, and current initiatives, especially concerning member experience and digital health. Consider how your skills can contribute to their goals.

⚠️ 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.