Experience Design Principal

Become a part of our caring community and help us put health first

Humana’s Customer Experience (CX) team, within the Experience Transformation organization of the Retail Insurance business, was formed to deliver one thing: a personalized, seamless, and effortless healthcare experience for all our health plan members. This team operates with a mandate to break down traditional silos to design solutions based on how our members seek and receive care. By teaming differently, pioneering agile methodologies, and relentlessly focusing on the human experience, the Customer Experience Service Design team seeks to deliver on this promise for all our members. 

As an Experience Design Principal, you will scope and lead multiple complex projects with multidisciplinary internal and external collaborators to serve Humana’s highest priority customer and business goals. You will coordinate seamless customer experience connectivity across touchpoints, channels, and business offerings, using strategic tools and human-centered approaches. We measure our success in implemented/improved solutions, whether multi- or single- touchpoint; digital or analog; product or service. You will follow new experiences through delivery to measure the consumer experience and support ongoing improvement and evolution of the consumer's journey with Humana.

Core Experience Design + Strategy Skills

Design team members are expected to lead complex projects through ideation and refinement, and craft compelling storytelling about an opportunity, concept, or product/service that inspires consensus and actualization.

Project framing: Frame problems in a way that's distinct and actionable; demonstrating initial due diligence that provides project clarity to multi-disciplinary collaborators.Facilitation: Determine when to involve different stakeholders and SMEs in the development process and WHY. Listen well, and quickly parse signal from noise as you facilitate stakeholder discussions. Figure out what to do next and communicate that with confidence, making a nebulous process feel concrete.Research: Partner with research collaborators to source relevant secondary research or scope and implement new primary research. Don't get stuck in swirl or perfection and move both stakeholders and team members along with a pragmatic focus on impact.Strategic planning: Synthesize large amounts of information and translate it into meaningful frameworks and actionable recommendations. Draw out and communicate what's important in a concise, direct way.Articulating solutions: Make ideas tangible for stakeholders by leveraging the most effective modalities: value pitches, experience scenarios, or alternatives. Learn from experience and pivot when needed. Resist the urge to over-deliver on an individual level and prioritize creating space for collaborators to contribute.Customer and business impact assessment: Use data in an accurate and principled way. Know when an opportunity space is too fuzzy for a meaningful prediction of financial impact. Evaluate at increasing levels of fidelity. Prototyping: Gather early user feedback through quick, low-lift design artifacts and testing. Don't get stuck in swirl or perfection and move both stakeholders and team members along with a pragmatic focus on impact.Design stewardship: Partner closely with implementers in UX, Product, etc. to steward design intent through to the finish-line, creating effective artifacts for non-designers that influence critical decisions and inform metrics for success. Form trusted relationships that lead to a seat at the table with implementers.Design leadership: Educate cross-functional collaborators, other business units, and senior leaders on the value of working with design strategy. Demonstrate egoless leadership that prioritizes collaboration, empathy and iteration.

Required Qualifications

Use your skills to make an impact

Bachelor’s or Master’s Degree10+ years of human-centered design experience2-5 years of horizontal leadership experience (i.e., productively collaborating across various organizations to drive cross-functional initiatives) Ability to lead complex projects independently and mentor junior team members who have multidisciplinary skills (e.g. business strategy, visual design)Demonstrated experience working quickly and efficiently across various stages of the design process (e.g., research, synthesis, prototyping, testing)Expert facilitator with ability to design and deliver multiple types of design activities with consumers and business stakeholders 

Preferred Qualifications

Experience working with product teams using an Agile methodology Ability to educate collaborators on best-in-class design processesSkill at both ends of design ‘fidelity funnel,’ including experience running/contributing to opportunity framing, concept development, and product discovery projects

Additional Requirements

A portfolio is required for interviewing.

Work-At-Home Requirements

This is a Remote-Nationwide position; we are open to location. To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:

At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggestedSatellite, cellular and microwave connection can be used only if approved by leadershipEmployees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

Humana, a Fortune 50 Healthcare Company 

Humana is a Fortune 50 healthcare company with a history of successful innovation and reinvention, with over 50 years as a proven leader and innovator in the health and wellness industry. A passionate emphasis on people, choice, well-being, and innovation guide our business and culture. We’ve ranked #1 among health insurers on Forrester’s CX Index, benchmarking the best in Customer Experience, multiple years in a row. We’re not just a health insurance company: our diverse lines of business position us to serve millions of people with a wide range of needs, including seniors, military members, and self-employed individuals.

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.

$164,700 - $226,600 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.

About Us

Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and 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, Medicaid, families, individuals, military service personnel, and communities at large.

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 because he or she is a protected veteran. It is also the policy of  Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, 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.