Director of Design Strategy

Profile

Job Information

Humana

Director of Design Strategy

in

Birmingham

Alabama

Description

Humana is a Fortune 60 market leader in integrated healthcare whose dream is to help people achieve lifelong well-being. As a company focused on the health and well-being of the people we serve, Humana starts from within, and is committed to providing progressive benefits that advance the employment experience and vitality of the associate community. Through offerings anchored in a whole-person view of human well-being, Humana embraces a focus on stimulating positive individual and population changes while nurturing a sense of security, enabling people to live life fully and be their most productive.

Responsibilities

Against that backdrop, we are seeking a talented design strategy leader for the newly-created position of Director, Design Strategy. This position will play a pivotal role in Humana's strategic initiative to completely reengineer the member experience oriented to the customer journey. It is a highly visible position. In it, you will have responsibility for the research, design, development, and delivery of new prospect and member experiences that will make it easier for our members to discover Humana and begin their health journey with us. This will require you to orchestrate the efforts of numerous cross-functional resources across all lines of business, and externally with key vendor partners. 

This position will initially have one directly reporting Design Strategy Lead, with numerous matrixed relationships. However, as this initiative matures you will likely be expected to build, develop, and lead a team under you to support scaled execution of the new customer centric operating model. The position reports directly to the Vice President, Retail Product and Strategy and will play an influential role on the leadership team with scope that includes priority customer segments, distribution strategy, and the newly formed Learn, Shop, Choose journey. You will also be a key contributor and stakeholder in the development and scaling of operating methodologies and best practices that will drive Humana's transition to a member experience oriented company.

Key responsibilities

Work closely with strategy, product and technology peer leaders as part of a multi-disciplinary leadership team to drive customer centric transformation agenda

Set experience design strategy and learning agenda for end-to-end customer journey

Ensure all design research, experience testing and development activities associated with the customer journey are methodologically sound and drive practical customer and business impact

Work collaboratively with customers, operators and leadership to propose novel experience improvements that align to priority measures

As a design strategy leader, influence and guide overarching design and implementation of customer centric operating model with senior executive leadership

Provide coaching, guidance and methodological expertise to direct report(s) in the design field, and cross-functional / matrixed teams

Represent voice of the customer up and down the organization, from executive leadership through to front-line associates

Develop and maintain detailed end-to-end service blueprints / journey maps across all member touchpoints

Track implementation of end-to-end experience, tying improvement activities to key measures that create customer and business value

Build repeatable processes to improve the cycle time from consumer insights to validated release of new experiences in production

From time to time, plan and help facilitate senior leadership immersions to build empathy or help drive business decision-making

Required Qualifications

10 years of relevant experience, or equivalent and 5 years of demonstrated horizontal leadership experience (i.e., projects, initiatives)

Demonstrated leadership, coaching and development of junior resources in user experience design, design strategy or related field

Primary consumer research experience, having lead multiple compliant ethnographic and/or design research studies touching on advanced subjects in the healthcare context

Demonstrated ability to translate consumer needs into conceptual experience models, design tests to validate hypotheses, refine experiences and deploy at scale through operating partners

Expert facilitator with ability to design and deliver focus groups, workshops and multiple types of custom (co)design sessions with consumers and business stakeholders

Ability to communicate and influence senior executives to individual contributors

Excellent time management skills, bringing the ability to quickly put structure in place to manage work in a dynamic complex environment

Bachelor's Degree

Preferred Qualificati

Masters degree in Design or related field

Ability to navigate in a fast paced environment and prioritize tasks with competing deadlines

Strong interpersonal skills and an ability to productively collaborate across various organization/functions

Demonstrated experience working on business transformation efforts

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com