Lead Service Designer - Work at Home
Company: Humana
Location: Las Vegas
Posted on: June 25, 2022
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Job Description:
**Description**
The Lead Service Designer plans and executes strategies to meet
organization's long-range goals including acquisitions/divestitures
and strategic business alliances. The Lead Service Designer works
on problems of diverse scope and complexity ranging from moderate
to substantial.
**Responsibilities**
**About Us**
Humana's Primary Care Organization (PCO) delivers care to
approximately 300,000 patients over 65. The PCO, via its CenterWell
and Conviva Care Centers, is the largest provider of senior-focused
primary care in the country. Across the two brands, PCO operates
205 centers across ten states, and expects to grow to 240-260
centers by the end of 2022. Many of these new centers bring
much-needed primary care to previously underserved areas _._
Against that backdrop, we are seeking a talented Lead Service
Designer to design, prototype and test patient experiences. This
person must be passionate about solving big problems, with
expertise in understanding patients' underlying needs and how to go
about addressing them. The Lead Service Designer will work on
problems of diverse scope and complexity ranging, including care
model innovation efforts.
**The Lead Service Designer is...**
**Human-Centered** - The Lead Service Designer puts patients at the
center of everything they do, always seeking to deeply understand
and empathize with them in the entire context of their lives. They
are comfortable advocating for patient needs with peers and leaders
at the highest level, constantly striving to improve our patients'
journeys and experiences using evidence-backed insights. They are
instrumental in devising useful, usable, and delightful experiences
end-to end and across varying products, services, and channels.
**Strategic** - The Lead Service Designer is able to see the bigger
picture and understand the broader systemic implications in order
to create and orchestrate experiences that are desirable for
patients, viable for the business, and operationally and
technically feasible. They diligently use best practices and
methods to uncover real business and needs, and synthesize insights
from research and data to inform decisions at every level of the
organization.
**Collaborative** - The Lead Service Designer is a humble and
generous contributor to a cross- functional team. They recognize
and respect the deep expertise in others, leveraging it to help
move the team forward, often leading design activities like
workshops and synthesis sessions.
**A Storyteller** - The Lead Service Designer is an excellent
communicator and comfortable presenting everything from research to
design solutions, both verbally and visually to colleagues,
stakeholders and senior leaders. They can thoughtfully discuss and
justify design decisions, give honest effective feedback to others,
and leverage their communication techniques to influence and guide
the broader strategy for Humana. They evangelize the value of
design, and build buy in and engagement across levels.
**Key Responsibilities**
The Lead Service Designer is a senior individual contributor and
subject matter expert on experience and service design. They work
within a cross-functional team to create and drive the delivery of
both virtual and in-person service experiences that are impactful
for our patients and measurable for the business.
+ Framing projects, problems, and opportunity spaces using inputs
from stakeholders as well as secondary research
+ Drive learning agenda, research planning and research execution
to uncover deep insights and identify opportunity areas impactful
to both the user and Humana
+ Seamlessly facilitate cross-functional teams to build empathy,
synthesize findings into insights and generate business
recommendations that drive impact
+ Generate and thoughtfully articulate future concepts and
experience roadmaps that envision how people will interact with the
products and services we design
+ Build service blueprints that orchestrate end-to-end
experiences
+ Create prototypes to illustrate digital and/or physical
interactions and experiences
+ Define test and learn experiments to address critical
uncertainties and key experience and performance indicators
+ Collaborate and co-create with product teams and business
partners to quantify value the of a concept, design operational
roles and processes, and build business models for larger
deployment
**Vaccine Policy**
Humana and its subsidiaries require vaccinated associates who work
outside of their home to submit proof of vaccination, including
COVID-19 boosters. Associates who remain unvaccinated must either
undergo weekly negative COVID testing OR wear a mask at all times
while in a Humana facility or while working in the field.
**Required Qualifications**
+ Bachelor's degree in Design
+ A minimum of four years of relevant design experience
+ A strong portfolio demonstrating a full understanding of the
end-to-end design process and application of user-centered design
processes
+ Understanding of areas of specialization within the greater
design landscape, including but not limited to design research;
design strategy; prototyping; willingness to broaden own skillset
into adjacent specializations while refining mastery of primary
skillset
+ Highly collaborative mindset and excellent relationship-building
skills, including the ability to engage many diverse stakeholders
and SMEs and gain their co-ownership in the outcome
+ Minimum of two years of project leadership experience
+ Demonstrated ability to plan, execute, and synthesize end-user
research
+ Demonstrated ability to create design assets (e.g., customer
journeys, flows, visual designs, prototypes, etc.)
+ Extensive experience with Adobe Creative Suite and other relevant
design software
+ Strong communication, presentation, and interpersonal skills
**Preferred**
+ Master's degree in Interaction Design, Industrial Design, Design
Strategy, or related field
+ Experience designing patient experiences in a healthcare
setting
**Additional Information**
+ Remote workers should be located in the EST time zone (or **work
typical EST hours** )
**Scheduled Weekly Hours**
40
Keywords: Humana, Las Vegas , Lead Service Designer - Work at Home, Other , Las Vegas, Nevada
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