Design Strategy Lead

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 easy healthcare experience for all our health plan members. This team operates with a mandate to break down traditional silos and design solutions based on how our members seek and receive care, not how operating groups structure themselves. By teaming differently, pioneering agile methodologies, and relentlessly focusing on the human experience, the Customer Experience Design Strategy team seeks to deliver on this promise for all our members.

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.

Core Design Strategy Skills

• Project framing: Articulate a crisp, focused scope of work based on human problems and business goals.
• Facilitation: Identify and facilitate needed input from multi-disciplinary collaborators from across the organization. Often in the form of interviews or structured design exercises.
• Research: Partner with research collaborators to source relevant secondary research or scope and implement new primary research.
• Strategic planning: Synthesize large amounts of information and translate it into meaningful frameworks and actionable recommendations.
• Articulating solutions: Create visual artifacts and compelling storytelling to communicate solutions to key decision makers and implementers, driving consensus and actualization.
• Customer and business impact assessment: Partner with business strategists to evaluate and communicate expected experience impact associated with proposed solutions, to inform prioritization and other decision making.
• Prototyping: Gather early user feedback through quick, low-lift design artifacts and testing.
• 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.

An Exceptional Design Strategy Lead Will…

• Frame problems in a way that's distinct and actionable; demonstrating initial due diligence that provides project clarity to multi-disciplinary collaborators.
• Not get stuck in swirl or perfection and move both stakeholders and team members along with a pragmatic focus on impact.
• Draw out and communicate what's important in a concise, direct way.
• 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.
• Form trusted relationships that lead to a seat at the table with implementers.

Required Qualifications

• Bachelor’s or Master’s degree
• 8 years of human-centered design experience
• 2 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 processes
• Skill 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.

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.