Job Details
Journey Transformation Lead
**Become a part of our caring community**
The Journey Transformation Lead is an essential part of the CenterWell Customer Experience Team. This role partners with business, clinical, operations, and experience strategy partners to transform critical journeys that impact patient outcomes and associate experiences. You will report to the Director, Experience Strategy & Transformation.
You will apply research, journey analysis, service design, experience strategy, and human-centered design methods, including design thinking and the desirability, viability, and feasibility framework. You will uncover unmet patient needs, identify causes of experience challenges, and guide teams in improving the patient, consumer, and associate experience.
You will operate as a strategic consultant and practice leader, in translating journey-level insights into applicable recommendations that inform experience roadmaps, shape investment decisions, and influence organizational priorities. It integrates patient and associate experiences across journeys and channels, grounding transformation in human insights and aligning it with measurable business and clinical outcomes.
**Responsibilities:**
**Journey Discovery & Insight Development:**
+ You will conduct discovery research and summarize multiple insight sources to understand current-state patient, consumer, and associate experiences.
+ You will map end-to-end journeys across channels and assets, identifying moments that matter, the main interactions that most significantly influence patient outcomes, loyalty, and organizational performance.
+ You will identify friction points, gaps, and inconsistencies across journeys, channels, and assets that erode experience quality or create barriers to care.
+ You will translate findings into clear insights, themes, unmet needs, and prioritized opportunity areas that connect human experience to business and clinical outcomes.
+ You will communicate findings and possible effects to partners across the organization with strategic relevance.
**Root Cause Diagnosis:**
+ You will analyze experience challenges across people, processes, technology, and policy to distinguish symptoms from systemic causes.
+ You will identify systemic barriers that impact access, understanding, care coordination, health outcomes, and operational efficiency.
+ You will facilitate working sessions using design thinking methods to build shared understanding of causes.
**Journey Transformation:**
+ You will lead the development of improved future-state journeys that address patient and associate needs while accounting for operational and business realities.
+ You will apply the desirability, viability, and feasibility framework to evaluate and prioritize experience interventions - ensuring solutions are meaningful to people, sustainable for the business, and executable by our company.
+ You will define experience interventions that strengthen medication understanding, care adherence, and coordination of care across the patient journey.
+ You will develop service blueprints that connect patient and associate interactions with the operations that promote them.
+ You will guide teams in translating insights into applicable experience improvements that are grounded in evidence and designed for systemic impact.
**Strategy, Roadmap & Investment Influence:**
+ You will collaborate with partners to align journey transformation work with priorities like patient outcomes, quality, satisfaction, and loyalty.
+ You will provide journey-level evidence and insight that informs experience roadmaps and portfolio prioritization, providing strategy and planning partners with the human context needed to sequence, resource, and invest in transformation work.
+ You will shape investment decisions by surfacing the human cost of experience gaps and the potential value of proposed improvements - translating qualitative insight into evidence that supports prioritization and business case development.
+ You will partner with experience strategy and measurement teams to validate proposed interventions, define success metrics, and connect transformation outcomes to clinical performance.
+ You will apply the desirability, viability, and feasibility framework to assess and communicate the readiness and influence potential of experience interventions - supporting informed decision-making by partners and leadership.
**Practice Leadership & Capability Building:**
+ You will lead a team of journey and experience practitioners, establishing standards.
+ You will shape the practice's methods, tools, and deliverable frameworks to ensure quality, consistency, and strategic relevance across engagements.
+ You will build human-centered design literacy across partner teams and partners, advancing our capacity to understand and invest in experience as a strategic driver.
+ You will advocate for the value of journey transformation work internally, connecting practice outcomes to measurable business, clinical, and experience results.
**Use your skills to make an impact**
**Required Qualifications:**
+ At least 8 years of experience in customer journey mapping, experience strategy, research consulting, service design, or human-centered design.
+ Bachelor's degree in social science, industrial design, experience design, or health.
+ Qualitative research and insight synthesis skills.
+ Experience analyzing and improving complex patient journeys.
+ Experience facilitating collaboration and influence decision-making.
+ Experience translating insights into recommendations.
+ Experience with design thinking or comparable iterative design methodologies.
+ Knowledge of social science, behavior change, perception, and cognition.
+ Flexibility working on an inter-disciplinary team.
+ Passionate about improving the patient and associate experience.
+ Working knowledge of Net Promoter Score (NPS).
+ The ability to practically apply evidence-based interventions.
+ Lead service design and service blueprinting.
+ Familiarity with healthcare service ecosystems and regulatory environments.
+ Experience working in healthcare delivery.
**Preferred Qualifications:**
+ Master's degree in social science or healthcare (e.g., anthropology, health services research, psychology, public health, or social work).
Work at Home Requirements 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. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. 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.
$126,300 - $173,700 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, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
Application Deadline: 07-02-2026
**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.
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 https://www.humana.com/legal/accessibility-resources?source=Humana_Website.
The Journey Transformation Lead is an essential part of the CenterWell Customer Experience Team. This role partners with business, clinical, operations, and experience strategy partners to transform critical journeys that impact patient outcomes and associate experiences. You will report to the Director, Experience Strategy & Transformation.
You will apply research, journey analysis, service design, experience strategy, and human-centered design methods, including design thinking and the desirability, viability, and feasibility framework. You will uncover unmet patient needs, identify causes of experience challenges, and guide teams in improving the patient, consumer, and associate experience.
You will operate as a strategic consultant and practice leader, in translating journey-level insights into applicable recommendations that inform experience roadmaps, shape investment decisions, and influence organizational priorities. It integrates patient and associate experiences across journeys and channels, grounding transformation in human insights and aligning it with measurable business and clinical outcomes.
**Responsibilities:**
**Journey Discovery & Insight Development:**
+ You will conduct discovery research and summarize multiple insight sources to understand current-state patient, consumer, and associate experiences.
+ You will map end-to-end journeys across channels and assets, identifying moments that matter, the main interactions that most significantly influence patient outcomes, loyalty, and organizational performance.
+ You will identify friction points, gaps, and inconsistencies across journeys, channels, and assets that erode experience quality or create barriers to care.
+ You will translate findings into clear insights, themes, unmet needs, and prioritized opportunity areas that connect human experience to business and clinical outcomes.
+ You will communicate findings and possible effects to partners across the organization with strategic relevance.
**Root Cause Diagnosis:**
+ You will analyze experience challenges across people, processes, technology, and policy to distinguish symptoms from systemic causes.
+ You will identify systemic barriers that impact access, understanding, care coordination, health outcomes, and operational efficiency.
+ You will facilitate working sessions using design thinking methods to build shared understanding of causes.
**Journey Transformation:**
+ You will lead the development of improved future-state journeys that address patient and associate needs while accounting for operational and business realities.
+ You will apply the desirability, viability, and feasibility framework to evaluate and prioritize experience interventions - ensuring solutions are meaningful to people, sustainable for the business, and executable by our company.
+ You will define experience interventions that strengthen medication understanding, care adherence, and coordination of care across the patient journey.
+ You will develop service blueprints that connect patient and associate interactions with the operations that promote them.
+ You will guide teams in translating insights into applicable experience improvements that are grounded in evidence and designed for systemic impact.
**Strategy, Roadmap & Investment Influence:**
+ You will collaborate with partners to align journey transformation work with priorities like patient outcomes, quality, satisfaction, and loyalty.
+ You will provide journey-level evidence and insight that informs experience roadmaps and portfolio prioritization, providing strategy and planning partners with the human context needed to sequence, resource, and invest in transformation work.
+ You will shape investment decisions by surfacing the human cost of experience gaps and the potential value of proposed improvements - translating qualitative insight into evidence that supports prioritization and business case development.
+ You will partner with experience strategy and measurement teams to validate proposed interventions, define success metrics, and connect transformation outcomes to clinical performance.
+ You will apply the desirability, viability, and feasibility framework to assess and communicate the readiness and influence potential of experience interventions - supporting informed decision-making by partners and leadership.
**Practice Leadership & Capability Building:**
+ You will lead a team of journey and experience practitioners, establishing standards.
+ You will shape the practice's methods, tools, and deliverable frameworks to ensure quality, consistency, and strategic relevance across engagements.
+ You will build human-centered design literacy across partner teams and partners, advancing our capacity to understand and invest in experience as a strategic driver.
+ You will advocate for the value of journey transformation work internally, connecting practice outcomes to measurable business, clinical, and experience results.
**Use your skills to make an impact**
**Required Qualifications:**
+ At least 8 years of experience in customer journey mapping, experience strategy, research consulting, service design, or human-centered design.
+ Bachelor's degree in social science, industrial design, experience design, or health.
+ Qualitative research and insight synthesis skills.
+ Experience analyzing and improving complex patient journeys.
+ Experience facilitating collaboration and influence decision-making.
+ Experience translating insights into recommendations.
+ Experience with design thinking or comparable iterative design methodologies.
+ Knowledge of social science, behavior change, perception, and cognition.
+ Flexibility working on an inter-disciplinary team.
+ Passionate about improving the patient and associate experience.
+ Working knowledge of Net Promoter Score (NPS).
+ The ability to practically apply evidence-based interventions.
+ Lead service design and service blueprinting.
+ Familiarity with healthcare service ecosystems and regulatory environments.
+ Experience working in healthcare delivery.
**Preferred Qualifications:**
+ Master's degree in social science or healthcare (e.g., anthropology, health services research, psychology, public health, or social work).
Work at Home Requirements 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. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. 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.
$126,300 - $173,700 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, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
Application Deadline: 07-02-2026
**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.
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 https://www.humana.com/legal/accessibility-resources?source=Humana_Website.
Job #NLX293720316