Director of Service Design
Location
United States
Posted
1 day ago
Salary
$168K - $231K / year
Seniority
Lead
Job Description
Director of Service Design
Humana
• 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 and lead 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
Job Requirements
- 10+ years of experience in service design or systems-oriented experience design
- 4+ years of experience managing and leading service designers
- 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
Benefits
- Medical, dental and vision benefits
- 401(k) retirement savings plan
- Time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
- Short-term and long-term disability
- Life insurance and many other opportunities
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