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Director of Service Design

Humana

Charleston, WV(remote)

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JOB DETAILS
SALARY
$168,000–$231,000 Per Year
SKILLS
Affirmative Action, Agile Programming Methodologies, Blueprints, Business Skills, Channel Strategies, Clinical Support, Cross-Functional, Customer Experience, Design Services, Ecosystems, Green Business, Healthcare, Human Health, Human Interaction, Insurance, Leadership, Medicaid, Medicare, Metrics, Military, Operations Processes, Prototyping, Rehabilitation Act, Requirements Validation/Verification, Service Delivery, Storytelling, Team Lead/Manager, Technical/Engineering Design, Willing to Travel
LOCATION
Charleston, WV
POSTED
Today
Become a part of our caring community

At Humana, our commitment to whole-person health drives everything we do. We serve millions of members across the country with the goal of making healthcare more human, more compassionate, and more accessible. As we continue to evolve into a leading health and well-being company, we are reimagining member experiences to deliver empathy, clarity, and ease—at every touchpoint.

As Director of Service Design, you will lead complex, cross-functional design initiatives that span the entire service ecosystem. You'll work across insurance, digital, operations, clinical, and support teams to orchestrate experiences that are not only desirable for members—but also feasible and sustainable for the business.

You'll serve as a strategic partner and craft leader, helping teams zoom out to see the system, align on where to intervene, and design services that deliver clarity, reliability, and care.

Key Responsibilities

+ Service Strategy & Vision: Define and lead service design strategy across enterprise initiatives, connecting member needs to operational capabilities

+ Systems Thinking: Create service blueprints, journey maps, and ecosystem models that bridge frontstage and backstage experiences, end-to-end

+ Cross-Functional Leadership: Facilitate alignment across teams and business partners to deliver coherent, multi-touchpoint services

+ Practice Development: Mentorand leaddesigners, evolve service design methods, and contribute to the growth of Humana's design culture

+ Measurement & Impact: Define success metrics and lead post-launch evaluations to ensure services deliver measurable value

+ Operational Integration: Collaborate with process and operational teams to ensure services are deliverable, scalable, and grounded in real-world constraints

+ Storytelling & Influence: Use compelling narratives and visual frameworks to build empathy, drive decisions, and influence senior stakeholders

Use your skills to make an impact

Required Qualifications

+ 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

Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$168,000 - $231,000 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides 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.

Application Deadline: 07-03-2026

About us

About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana.com and at CenterWell.com.

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Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.
Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.

About the Company

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Humana