Service Design Lead

Become a part of our caring community The Service Design Lead plays a critical role in ensuring Humana’s AI investments deliver meaningful, high-value experiences for associates. This role brings a human-centered perspective to AI product design—aligning advanced capabilities to real workflows, decisions, and outcomes. You will lead the design of intuitive, responsible, and adoption-ready AI-enabled services, partnering across product, engineering, and business teams to scale solutions that improve productivity, build trust, and drive enterprise value. Key Responsibilities Lead end-to-end service design for AI-enabled products and workflows Translate AI capabilities into simple, intuitive associate experiences Create service blueprints, standards, and reusable patterns for scale Partner across product, engineering, analytics, risk, and operations to deliver aligned solutions Design across enterprise platforms (e.g., ServiceNow, Microsoft 365, chat tools) Ensure responsible, human-centered AI practices are embedded in all experiences Define and measure outcomes to continuously improve adoption and effectiveness Use your skills to make an impact Required Qualifications Service design, product design, or experience strategy in enterprise environments Experience designing AI-enabled services across end-to-end workflows Expertise in human-centered and responsible AI design Experience with multi-system service design (ServiceNow, Microsoft 365, enterprise chat) Proven ability to lead cross-functional collaboration Preferred Qualifications Experience with Copilot, AI agents, chatbots, or workflow automation Background in knowledge architecture, taxonomy, and content design Experience building service blueprints and scalable design standards Ability to define outcome-based success metrics Familiarity with enterprise experimentation platforms (e.g., Humana Strider) Additional Information 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 required; wireless, wired cable or DSL connection is suggested. Satellite, cellular and microwave connection can be used only if approved by leadership. Employees 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. 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. $126,700 - $174,200 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: 06-18-2026 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. 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.