Principal Service Designer
New
United StatesFull-TimePrincipal
Salary$150,000 - $206,300 per year
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Job Details
- Experience
- 10+ years
- Required Skills
- AgilePrototyping
Requirements
- 10+ years of experience in service design or systems-oriented experience design.
- Deep fluency in service design methods: blueprinting, journey mapping, prototyping, facilitation, and storytelling.
- Experience designing services that span digital tools and offline delivery (e.g., human interactions, physical spaces).
- Proven ability to lead through ambiguity and drive clarity in complex systems.
- Strong collaboration and stakeholder engagement skills across business functions.
- Experience with Agile product teams and cross-functional delivery.
- Bachelor’s or advanced degree in Design, HCD, or a related field.
- Portfolio demonstrating strategic service design leadership and measurable impact.
Responsibilities
- Define and lead service design strategy across enterprise initiatives, connecting member needs to operational capabilities.
- Create service blueprints, journey maps, and ecosystem models that bridge frontstage and backstage experiences, end-to-end.
- Facilitate alignment across teams and business partners to deliver coherent, multi-touchpoint services.
- Mentor designers, evolve service design methods, and contribute to the growth of Humana's design culture.
- Define success metrics and lead post-launch evaluations to ensure services deliver measurable value.
- Collaborate with process and operational teams to ensure services are deliverable, scalable, and grounded in real-world constraints.
- Use compelling narratives and visual frameworks to build empathy, drive decisions, and influence senior stakeholders.
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