Service Design Lead
Company: Humana
Location: arlington
Posted on: May 3, 2021
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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. **Responsibilities** 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. Responsibilities 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**
**Humana@myworkday.com** **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** 40
Keywords: Humana, Arlington , Service Design Lead, Other , arlington, Virginia
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