Experience Design Lead

Position Overview

Humana, a Fortune 60 market leader in integrated healthcare committed to providing progressive benefits and enhancing associate well-being, is seeking a talented Experience Design Lead. In this role, you will enhance the consumer experience by architecting engaging service solutions and building capabilities that positively impact our customers. Reporting directly to the Director, Associate Technology Experience Design, you will tackle diverse and complex challenges—including device procurement, remote access, and IT support—while employing a human-centered, strategic, collaborative, and storytelling approach.

Key Responsibilities

• Frame projects, problems, and opportunity spaces using stakeholder inputs and secondary research.
• Drive the learning agenda, research planning, and execution to uncover deep insights and identify impactful opportunity areas.
• Facilitate cross-functional teams to build empathy, synthesize findings into insights, and generate business recommendations.
• Generate and articulate future concepts and experience roadmaps that envision how people interact with our products and services.
• Build service blueprints that orchestrate end-to-end experiences.
• Define test-and-learn experiments to address critical uncertainties and key performance indicators.
• Collaborate with product teams and business partners to quantify concept value, design operational roles and processes, and build scalable business models.

Required Qualifications

• Bachelor's degree in Design or equivalent experience in a related field.
• 7-10 years of relevant industry experience.
• A strong portfolio demonstrating a full understanding of the end-to-end design process and user-centered design.
• Proven ability to plan, execute, and synthesize end-user research.
• Experience creating design assets (e.g., customer journeys, flows, wireframes, visual designs, etc.).
• Extensive experience with Adobe Creative Suite and other design software.
• Strong communication, presentation, and interpersonal skills.

Preferred Qualifications

• Master's degree in Interaction Design, Industrial Design, Design Strategy, or a related field.
• Experience designing internal associate-facing solutions for large corporations.
• Understanding of various design specializations including Design Research, Visual Design, Service Design, UI/UX Design, and Product Design.
• Highly collaborative mindset with excellent relationship-building skills to engage diverse stakeholders and SMEs.
• Ability to work remotely in the EST time zone with occasional travel to Louisville as necessary.

Benefits & Perks

• Scheduled Weekly Hours: 40