Experience & Service Simplification Lead
Become a part of our caring community We are seeking an Experience & Service Simplification Lead to support the vision and execution of our transformative AI-native digital playbook. In this role, you will leverage AI-driven tools to empower internal teams to ideate, prototype, validate, and refine solutions that improve experiences and outcomes for key stakeholders. You will translate complex experience strategies into actionable, human-centered solutions by utilizing AI for opportunity identification, business case support, solution ideation, journey simulation, and iterative feedback, ensuring outputs are compliant and impactful. Success in this position means enabling internal partners to deliver higher-quality, faster-to-market solutions that reduce burden, enhance engagement, improve efficiency, and support positive health outcomes. Program Summary 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.
Key Responsibilities
Contribute to Experience Vision & Strategy: Support the development and evolution of the platform’s experience roadmap as an AI-powered solutions accelerator. Enable internal users to rapidly design empathetic, efficient, and accessible solutions using AI-guided workflows for discovery, ideation, prototyping, simulation, and iteration. Promote Human-Centered Experience Excellence: Ensure the platform surfaces actionable insights that help internal teams anticipate and address real-world challenges for employees, patients, members, and providers. Embed AI Responsibly & Effectively: Partner with AI/ML and engineering teams to integrate generative, predictive, and simulation capabilities. Support the prioritization of features such as AI-assisted journey mapping, ethical design checks, personalized guidance, and simulated impact previews. Prompt Engineering Support: Apply established prompt engineering frameworks and best practices to maximize the effectiveness of the AI digital playbook as a strategic design guide. Assist in developing and refining prompting techniques for problem statements, opportunity ranking, solution ideation, regulatory alignment, and iterative refinement. Cross-Functional Partnership: Collaborate with product, business, engineering, clinical/operational subject matter experts, compliance, and frontline representatives to align on priorities and facilitate feedback loops that bridge internal solution capabilities with user needs. Innovation & Thought Leadership: Stay informed on emerging trends in AI-augmented design, co-creation tools, and experience innovation. Champion ethical AI use and contribute to internal upskilling, supporting the platform’s position as a workforce transformation differentiator. Core Skills & Attributes User Empathy: Strong commitment to understanding both internal team and end-user needs. AI Fluency & Ethics: Comfort with generative AI concepts, with attention to transparency, bias mitigation, accessibility (WCAG), and compliance standards (e.g., HIPAA). Strategic Communication: Effective at influencing and facilitating discussions across diverse functions. Analytical & Iterative Approach: Ability to leverage data and feedback for continuous improvement. Use your skills to make an impact
Required Qualifications
Experience: 5+ years in experience strategy, service design, or related fields, with demonstrated contribution to AI-native or generative AI products/tools. Experience in enterprise, healthcare, or design-enablement settings is preferred. Domain & Technical Expertise: Familiarity with healthcare ecosystems (frontline workflows, patient/member/provider journeys, regulatory considerations). Proficiency with design tools (e.g., Figma) and AI technologies (generative models, NLP). Hands-on experience with prompt engineering in guided or creative applications. Prompt Engineering Skills: Ability to apply, test, and refine prompt strategies for context-aware AI assistance in design and decision-making workflows. Collaboration: Proven experience working cross-functionally with design, product, engineering, compliance, and operational teams. Additional Information This role is not eligible for work visa sponsorship. Reports To: Director of Experience & Service Simplification Work Style: This position's work style is open to remote or hybrid from any of the locations listed below. Qualified candidates are required to currently live in, or be willing to move to, a commutable distance from one of these locations. Market Location Options: Dallas, TX Louisville, KY New York City, NY Washington, DC (Arlington, VA) Chicago, IL Fort Lauderdale, FL Why Humana? At Humana, we know your well-being is important to you, and it's important to us too. That's why we're committed to making resources available to you that will enable you to become happier, healthier, and more productive in all areas of your life. Just to name a few: Work-Life Balance Generous PTO package Health benefits effective day 1 Annual Incentive Plan 401K - Excellent company match Well-being program Paid Volunteer Time Off Growth opportunities in cutting-edge AI and experience strategy If you share our passion for helping people, we likely have the right place for you at Humana. Work at Home Guidance To ensure Home or Hybrid Home/Office associates' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office associates 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 Associates 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 associates 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 SSN Alert Statement 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 [email protected] 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. $104,000 - $143,000 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. 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. Apply To This Job