Service Designer

📍 Job Overview

Job Title: Service Designer

Company: Humana

Location: Remote US

Job Type: FULL_TIME

Category: Operations Strategy & Design / Member Experience Design

Date Posted: 2026-05-27

Experience Level: Entry to Mid-Level (1-3 years)

Remote Status: Fully Remote (US-based)

🚀 Role Summary

• Drive the development and refinement of member experience strategies within the healthcare and health insurance sector, focusing on holistic journey optimization.

• Support concept initiatives from initial framing and user research through experience design, prototyping, testing, and implementation planning to enhance member engagement and satisfaction.

• Foster cross-functional collaboration with UX/UI designers, product teams, marketing, and operations to ensure seamless integration of digital tools and offline touchpoints across the member journey.

• Contribute to the creation of compelling visual narratives, service blueprints, and prototypes that clearly communicate complex service concepts and inform decision-making.

📝 Enhancement Note: While the title is "Service Designer," the responsibilities and context strongly align with roles that bridge design thinking with operational execution in a highly regulated industry. This role is critical for translating strategic vision into tangible, improved member experiences through operational process design and stakeholder alignment, making it highly relevant to the broader GTM and operations ecosystem.

📈 Primary Responsibilities

• Service Strategy & Visioning: Actively participate in and support visioning and concept development projects, including user research, analysis, synthesis of findings, ideation sessions, prototyping, and testing.

• Experience Design & Prototyping: Develop and contribute to the creation of integral communication components such as service blueprints, low- and mid-fidelity prototypes, frameworks, concept illustrations, and slide presentations for stakeholder buy-in.

• Cross-functional Collaboration: Partner effectively with UX/UI designers, product managers, marketing specialists, and operations teams to ensure cohesive and integrated member experiences across all channels and touchpoints.

• Stakeholder Engagement: Demonstrate strong emotional intelligence and active listening skills to contribute thoughtfully to discussions with business stakeholders and channel partners, fostering enterprise-wide collaboration.

• Industry Insight: Maintain up-to-date knowledge of industry trends in health insurance, digital health, and best practices in service design to inform strategic recommendations.

• Problem Definition & Solutioning: Dive deep into understanding diverse member challenges and opportunities, from provider discovery to new plan application processes, proposing innovative solutions.

📝 Enhancement Note: The responsibilities emphasize a blend of strategic design thinking and operational implementation support. The role requires not just ideation but also the practical application of design outputs into actionable plans that operations teams will execute, making process definition and cross-functional alignment key.

🎓 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, with a focus on service design, user experience, or related design disciplines.

Required Skills:

• Service Design Fundamentals: Demonstrated ability to apply core service design principles and methodologies.

• User Research & Analysis: Proficiency in conducting user research, synthesizing findings, and translating insights into actionable design recommendations.

• Prototyping & Wireframing: Skill in creating low- and mid-fidelity prototypes to test concepts and communicate design ideas effectively.

• Information Design & Storytelling: Ability to craft visual stories and communicate complex concepts clearly through diagrams, blueprints, and presentations.

• Design Tools Proficiency: Expertise in industry-standard design tools such as Figma, Lucidchart/Miro, PowerPoint, and the Adobe Creative Suite.

• Collaboration & Communication: Strong interpersonal skills for effective collaboration with diverse, cross-functional teams and stakeholders.

Preferred Skills:

• Experience within the healthcare or health insurance industry.

• Familiarity with agile methodologies and working in fast-paced environments.

• Understanding of digital health platforms and technologies.

• Experience in illustration or visual design to enhance concept communication.

• Knowledge of HIPAA and PHI privacy protocols.

📝 Enhancement Note: The experience level is explicitly stated as 1-3 years, indicating an entry to mid-level role. The emphasis on a portfolio is critical, suggesting that practical demonstration of skills will be a primary evaluation criterion, particularly for translating conceptual work into tangible operational outputs.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Journey Mapping: Showcase examples of creating detailed member journey maps, identifying pain points and opportunities for improvement.

• User Research Synthesis: Include case studies demonstrating how user research findings were analyzed and translated into design solutions.

• Prototyping Examples: Present low- to mid-fidelity prototypes that effectively illustrate service concepts or user flows.

• Information Design & Blueprints: Provide examples of service blueprints or similar diagrams that map out service interactions, touchpoints, and operational processes.

• Illustration/Visual Storytelling: Demonstrate the ability to use visual aids to communicate complex ideas and support decision-making.

Process Documentation:

• Workflow Design: Evidence of designing or contributing to the design of workflows that improve member interactions and operational efficiency.

• Cross-functional Process Integration: Examples of how designs were integrated with existing or new operational processes across different departments.

• Concept to Implementation: Showcase a project where a service concept was taken from ideation through to planning for implementation, highlighting any operational considerations.

📝 Enhancement Note: A strong portfolio is paramount for this role, serving as the primary evidence of practical skills. Candidates should prepare to walk through their portfolio, explaining the 'why' behind their design choices and how their work addresses specific member or business problems, with a clear connection to potential operational impact.

💵 Compensation & Benefits

Salary Range: $71,100 - $97,800 per year.

Explanation of Range: This range represents a good-faith estimate for full-time (40 hours/week) employment. Actual compensation will vary based on factors such as geographic location, demonstrated skills, knowledge, experience, education, and certifications.

Benefits:

• Comprehensive Medical, Dental, and Vision Insurance.

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

• Generous Paid Time Off (PTO) package.

• Company Holidays, Personal Holidays, and Volunteer Time Off.

• Paid Parental and Caregiver Leave to support life events.

• Short-term and Long-term Disability coverage.

• Life Insurance.

• Access to other company-sponsored benefits and wellness programs.

Working Hours: 40 hours per week.

Incentive Plan: This role is eligible for a bonus incentive plan based on company and/or individual performance.

📝 Enhancement Note: The provided salary range is specific to the job posting. For a remote US-based role, it's important to note that pay can vary significantly by state and cost of living. Humana's stated benefits are robust and comprehensive, covering health, financial well-being, and work-life balance, which are attractive to operations professionals seeking stability and support.

🎯 Team & Company Context

🏢 Company Culture

Industry: Healthcare & Health Insurance. Humana is a leading U.S. healthcare company focused on improving the health and well-being of millions of people through its insurance services and healthcare services (CenterWell).

Company Size: Large (Likely 10,000+ employees, based on typical Fortune 500 healthcare organizations). This size implies structured processes, opportunities for specialization, and potential for cross-departmental influence.

Founded: Humana was founded in 1961, indicating a long-standing history and established presence in the healthcare industry, suggesting a culture that balances innovation with stability and compliance.

Team Structure:

• Insurance Product Experience Team: This team is embedded with business stakeholders and operates across channels to define and improve member experiences.

• Cross-functional Collaboration: The role explicitly requires collaboration with UX/UI designers, product teams, marketing, and operations, indicating a matrixed or highly integrated team approach.

• Reporting: While not explicitly stated, roles at this level typically report to a Design Lead, Experience Manager, or Director within the Product Experience or Strategy group.

Methodology:

• Human-Centered Design: The team's core function is to think holistically about the member experience, embedding user needs at the forefront of strategy and design.

• Data-Driven Insights: Research, analysis, and synthesis are key components of the role, suggesting a reliance on data to inform design decisions and operational improvements.

• Iterative Design & Testing: Prototyping and testing are integral to the process, emphasizing an iterative approach to refining concepts before full implementation.

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

📝 Enhancement Note: Humana's focus on "whole-person well-being" and its established presence in healthcare suggest a culture that values empathy, patient/member-centricity, and a commitment to long-term impact. For operations professionals, this translates to a focus on process improvements that genuinely benefit members and align with regulatory requirements.

📈 Career & Growth Analysis

Operations Career Level: Entry to Mid-Level Service Designer. This role is foundational, focusing on developing core design and strategic thinking skills within the context of operationalizing member experiences. It's a stepping stone for roles requiring deeper operational integration or management.

Reporting Structure: The role reports into the Insurance Product Experience team, working closely with business stakeholders and cross-functional partners. This structure offers visibility into various operational areas and strategic decision-making processes.

Operations Impact: The Service Designer directly influences how members interact with Humana's products and services, impacting satisfaction, retention, and operational efficiency. By identifying and designing improved experiences, this role contributes to smoother operational workflows and better member outcomes.

Growth Opportunities:

• Specialization: Develop expertise in specific areas of service design, such as journey mapping, digital health solutions, or operational process integration.

• Advanced Design Skills: Progress to more senior design roles, leading complex initiatives and mentoring junior designers.

• Cross-functional Transition: Leverage design and operational understanding to transition into product management, program management, or GTM strategy roles within Humana.

• Industry Expertise: Deepen knowledge within the healthcare and health insurance sector, becoming a subject matter expert in member experience and operational excellence.

📝 Enhancement Note: For operations professionals, this role offers a unique pathway to understand the "front-end" of customer interaction and translate those insights into operational improvements. Growth could involve moving into roles that manage the operational execution of designed experiences or into strategic roles that define the operational framework for new products.

🌐 Work Environment

Office Type: Fully Remote (US-based). This designation offers significant flexibility in terms of location within the United States, with the requirement of a dedicated, interruption-free workspace.

Office Location(s): While fully remote, occasional travel to Humana offices may be required for training or meetings, indicating a hybrid-friendly culture even for remote roles.

Workspace Context:

• Dedicated Home Office: Employees must maintain a dedicated, private workspace to ensure the protection of sensitive member information (PHI/HIPAA).

• Technology & Tools: Humana provides telephone equipment; employees are responsible for ensuring their internet service meets minimum speed requirements (25 Mbps download/10 Mbps upload).

• Collaboration Tools: Expect to utilize a range of digital collaboration tools (e.g., Miro, Lucid, Figma, video conferencing) for team meetings, workshops, and design reviews.

Work Schedule: Standard 40-hour work week. While remote, maintaining consistent availability during core business hours for collaboration and meetings is expected, with potential for flexibility depending on team needs and project demands.

📝 Enhancement Note: The remote nature of the role requires strong self-discipline, effective time management, and proactive communication. Candidates should be comfortable working independently while actively engaging with a distributed team, ensuring their home office setup supports productivity and security compliance.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your application and resume, focusing on alignment with required qualifications and experience.

• Portfolio Review: Candidates will be asked to present their portfolio, showcasing relevant projects in journey mapping, research, prototyping, and information design. Be prepared to articulate your role, process, and the impact of your work.

• Skills-Based Interviews: Discussions focusing on your understanding of service design principles, user research methodologies, and your ability to collaborate with diverse teams. Expect scenario-based questions related to problem-solving and design challenges.

• Cross-functional Team Interaction: Potential interviews or discussions with members of the product, UX, and operations teams to assess collaboration and communication skills.

• Final Interview: Likely with a hiring manager or senior leader to discuss overall fit, career aspirations, and alignment with Humana's values.

Portfolio Review Tips:

• Curate Select Projects: Choose 3-5 strong projects that best demonstrate the required skills (journey mapping, research, prototyping, information design).

• Tell a Story: For each project, clearly articulate the problem statement, your specific role and contributions, the design process you followed, the solutions you developed, and the outcomes or impact (even if conceptual).

• Highlight Operational Connection: Where possible, explain how your designs would integrate with or impact operational processes. For example, "This journey map identified a bottleneck in our claims processing, which led to the proposed redesign of the intake form to capture necessary information upfront, reducing manual data entry for operations."

• Showcase Tool Proficiency: Demonstrate your comfort with tools like Figma, Miro, and PowerPoint through clear, well-organized visuals.

• Be Ready for "The Why": Be prepared to defend your design decisions and explain the rationale behind your approaches.

Challenge Preparation:

• Design Thinking Exercises: Practice thinking through a member problem from empathy to ideation.

• Process Mapping: Be ready to quickly sketch out a potential service process or journey.

• Stakeholder Communication: Prepare to explain complex design concepts concisely to non-design audiences.

📝 Enhancement Note: The portfolio is the gatekeeper. Emphasize projects that show not just aesthetic design but also strategic thinking, problem-solving, and a clear understanding of how design translates into tangible improvements, especially for operational efficiency and member satisfaction.

🛠 Tools & Technology Stack

Primary Design & Collaboration Tools:

• Figma: For UI design, prototyping, and collaborative design workflows.

• Lucidchart / Miro: For service blueprints, journey mapping, user flow diagrams, and collaborative whiteboarding sessions.

• Microsoft PowerPoint (PPT): For creating presentations, concept illustrations, and communicating findings to stakeholders.

• Adobe Creative Suite: Likely used for asset creation, illustration, or more advanced visual design tasks.

Potential Supporting Tools (Industry Standard):

• User Research Platforms: Tools like UserTesting.com, Lookback, or Qualtrics for gathering user feedback.

• Project Management Software: Jira, Asana, or Trello for tracking project progress, especially in agile environments.

• Communication Platforms: Microsoft Teams or Slack for daily team communication and collaboration.

📝 Enhancement Note: Proficiency in Figma and collaborative whiteboarding tools (Miro/Lucid) is explicitly required. Demonstrating an ability to leverage these tools for both design creation and operational process visualization will be key.

👥 Team Culture & Values

Operations Values:

• Member-Centricity: A primary focus on understanding and improving the member experience, aligning operations with member needs.

• Collaboration & Teamwork: Emphasis on working effectively across diverse teams (design, product, marketing, operations) to achieve shared goals.

• Curiosity & Continuous Learning: Encouraging a proactive approach to understanding member challenges and staying abreast of industry trends and best practices in service design and digital health.

• Empathy & Emotional Intelligence: Valuing the ability to understand and respond to the needs and perspectives of members and colleagues.

• Impact & Efficiency: A drive to create