Experience Strategy & Transformation Principal

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The Simplification Center of Excellence (CoE) is building a new enterprise capability that helps teams create simpler, more effective, and more human-centered solutions for associates, members, patients, and providers. Joining this team means contributing directly to how the organization understands work today and builds better experiences for the future.

The CoE develops shared tools, methods, and guidance that support teams from discovery through delivery-bringing together process insight, research, ideation, rapid prototyping, and impact assessment to improve both speed and quality of outcomes. By establishing these capabilities, the team enables more informed decisions, stronger solution design, and greater confidence in what gets built and delivered.

Position Overview

We are looking for an Experience Strategy & Research Principal to serve as an embedded expert across high impact product and operational teams, and act as a strategic advisor to senior leaders. In this role, you will lead the discovery, simplification, and redesign of end-to-end services using a combination of human-centered research, workflow and process modeling, and AI enabled acceleration tools such as Skan AI, and our CoE Simplification Digital Playbook.

You will partner with product, engineering, operations, clinical, and frontline teams to understand how work truly happens by harnessing our AI-enabled research and insight tools. You will use these capabilities to surface patterns, identify improvement opportunities, and envision future-state experiences that reduce friction, improve outcomes, and accelerate delivery. By synthesizing AI-supported qualitative research, operational intelligence, and empirical process data, you will translate complex insights into clear service models, process blueprints, decision logic, and PI-ready solution concepts, enabling teams to execute with clarity and confidence.

As a Principal level contributor, you will partner with our internal business teams to drive the future vision of the company's core business services, working closely with senior executives to advance enterprise strategies. You will set the enterprise standard for evidence-based discovery, service and experience simplification, and AI-augmented design practices by actively leveraging our AI and GenAI toolset. In your capacity as a leader and coach, you will guide teams in applying research rigor, developing deep workflow understanding, modeling decisions, and effectively using AI to accelerate discovery cycles from weeks to days. Through this work, you will raise the quality, clarity, and speed of solution deliverables while measurably improving experiences for associates, members, patients, and providers.

Key Responsibilities

• Model complex end-to-end processes using CoE capabilities that leverage AI, outlining current business processes, and mapping current state journeys and service blueprints.

• Drive experience vision and strategy by facilitating workshops that help teams ideate and propose solutions that meet their needs.

• Influence and accelerate product development by understanding what is required for PI readiness and serving as the interface between team needs and internally developed tools.

• Ensure quality and consistency of service and experience artifacts by maintaining standards for research, modeling, and documentation.

• Lead and synthesize qualitative research to understand how teams operate, their responsibilities, and pain points.

• Steer cross functional collaboration by working closely with the CoE Product and Delivery teams to ensure tools and processes align with user needs.

• Serve as an advanced subject matter expert and trusted advisor on innovation and thought leadership to senior leaders by staying informed on emerging trends and combining this insight with a deep understanding of team processes.

Core Skills & Attributes

• Strong systems and analytical thinking skills with the ability to identify patterns, root causes, and simplification opportunities across complex workflows.

• Proficiency using AI-augmented tools and prompt strategies to accelerate discovery, ideation, and documentation.

• Effective facilitation skills for leading workshops, guiding teams through problem framing, and aligning diverse stakeholders.

• Strong communication and storytelling skills for translating complex insights into clear narratives, solution concepts, and PI-ready recommendations.

• Commitment to ensuring rigor, clarity, and consistency across research, modeling, and documentation artifacts.

• Strong qualitative research skills, including interviews, workflow observation, and synthesis of insights to understand team operations and pain points.

• Ability to create clear journeys, service blueprints, and end-to-end process models using CoE AI-enabled capabilities.

• Ability to collaborate with product, engineering, operations, and delivery partners to ensure solutions meet user's real-world needs.

• Strategic thinking and curiosity required to stay current on emerging methods and drive adoption of best practices in simplification and service design.

Use your skills to make an impact

Required Qualifications

• 8-10+ years of experience in service design, experience strategy, or a related field with a strong record of leading discovery and transformation work.

• Proven experience conducting qualitative research, synthesizing insights, and translating findings into actionable service or process improvements.

• Hands on experience leading end-to-end journeys, workflows, or service blueprints in complex environments.

• Experience working with AI enabled or digital design tools that support discovery, insight generation, or solution prototyping.

• Demonstrated ability to work across product, engineering, operations, and delivery teams to align needs, opportunities, and solutions.

• Experience supporting or accelerating product development processes, including readiness for PI planning or similar planning frameworks.

• This role is not eligible for work visa sponsorship

Preferred Qualifications

• Master's degree

• Background in healthcare, regulated environments, or large enterprise operations

Additional Information

Work Style: This position's work style is remote from any of the locations listed below. You must reside in close proximity to one of these five locations:

• Washington, D.C. metropolitan area

• Dallas, TX metropolitan area

• Louisville, KY metropolitan area

• Chicago, IL metropolitan area

• New York City, NY metropolitan area

WAH Internet Statement

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 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.

Benefits

Humana offers a variety of benefits to promote the best health and well-being of our employees and their families. We design competitive and flexible packages to give our employees a sense of financial security-both today and in the future, including:

• Health benefits effective day 1

• Paid time off, holidays, volunteer time and jury duty pay

• Recognition pay

• 401(k) retirement savings plan with employer match

• Tuition assistance

• Scholarships for eligible dependents

• Parental and caregiver leave

• Employee charity matching program

• Network Resource Groups (NRGs)

• Career development opportunities

HireVue

As part of our hiring process for this opportunity, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

SSN Alert

Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from View email address on click.appcast.io with instructions on how to add the information into your official application on Humana's secure website.

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.

$180,000 - $247,600 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

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