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Service Design Lead

Company: Humana
Location: arlington
Posted on: May 3, 2021

Job Description:


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


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.

**Role Overview: Service Design Lead**

Humana's Consumer Experience Strategy and 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 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.

As a Service Design Lead, you will be reporting to the Director of Strategy, your role will have shared responsibility in finding ways 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 experience transformation team to create and iterate the E2E view of the experience. You will help to coordinate seamless connectivity across channels, touchpoints, and platforms, using strategic tools such as archetypes, journey mapping, and service blueprinting driven. 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 deliver optimized experience.


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 Service Design Lead will:

+ Drive customer research agenda, working with research, marketing and experience teams to coordinate and ensure activity aligns to strategy and knowledge gaps

+ Develop and maintain detailed end-to-end service blueprints / journey maps across all member touchpoints

+ Track implementation of end-to-end experience for each customer archetype and/or segment, tying improvement activities to key measures that create customer and business value

+ Work collaboratively with customers, operators and leadership to propose novel experience improvements that align to priority measures

+ Maintain the master 'voice of the customer' for the archetype and/or segment in collaboration with multiple stakeholders across the organization

+ Build repeatable processes to improve the cycle time from consumer insights to validated release of new experiences in production

+ 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 experience journey design strategy best practices in order to upskill and coach business partners and collaborators

+ Publish articles, books, and other media on behalf of our practice, helping to establish us as thought leaders in the insurance and care journey

**Required Qualifications**

+ 7-10 years of relevant experience, or equivalent and 4 years of demonstrated horizontal leadership experience (i.e., projects, initiatives)

+ Primary consumer research experience, having lead multiple 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

+ Advanced level PowerPoint, InDesign or other communications design software

+ Expert facilitator with ability to design and deliver focus groups, workshops and multiple types of custom (co)design sessions with consumers and business stakeholders

+ 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

+ Demonstrated experience leading multiple cross-discipline teams (both technology and design) on experience transformation journeys or efforts.

+ 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

**Preferred Qualifications**

+ Bachelor's design degree or equivalent experience in a related field

+ 7-10 years of relevant industry experience, 4+ years leadership/management experience.

**Additional Information**

Interview Format:

As part of our hiring process for this opportunity, we will be using an exciting interviewing technology called Modern Hire Text to enhance our hiring and decision-making ability. Modern Hire Text allows us to quickly connect and gain valuable information for you pertaining to your relevant skills and experience at a time that is best for your schedule.

If you are selected for a first round interview, you will receive an email correspondence inviting you to participate in a Modern Hire text interview. In this interview, you will read to a set of interview questions and you will provide text responses to each question. You should anticipate this interview to take about 15 minutes. Your text interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.

**Alert: Humana values personal identity protection. Please be aware that applicants selected for leader review may be asked to provide a social security number, if it is not already on file. When required, an email will be sent from** **** **with instructions to add the information into the application at Humana's secure website.**

_Humana is more than an equal opportunity employer, Humana's dedication to promoting diversity, multiculturalism, and inclusion is at the heart of what we do in all of our Humana roles. Diversity is more than a commitment to us, it is the foundation of what we do. We are fully focused on diversity of race, gender, sexual orientation, religion, ethnicity, national origin and all of the other fascinating characteristics that make us each uniquely wonderful._

**Scheduled Weekly Hours**


Keywords: Humana, Arlington , Service Design Lead, Other , arlington, Virginia

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