Journey Transformation Lead

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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, 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, translating journey-level insights into applicable recommendations that inform experience roadmaps, shape investment decisions, and influence organizational priorities.

Responsibilities

Journey Discovery & Insight Development

• Conduct discovery research and summarize multiple insight sources to understand current-state patient, consumer, and associate experiences.
• Map end-to-end journeys across channels and assets, identifying moments that matter.
• Identify friction points, gaps, and inconsistencies across journeys, channels, and assets.
• Translate findings into clear insights, themes, unmet needs, and prioritized opportunity areas.
• Communicate findings and possible effects to partners across the organization.

Root Cause Diagnosis

• Analyze experience challenges across people, processes, technology, and policy to distinguish symptoms from systemic causes.
• Identify systemic barriers that impact access, understanding, care coordination, health outcomes, and operational efficiency.
• Facilitate working sessions using design thinking methods to build shared understanding of causes.

Journey Transformation

• Lead the development of improved future-state journeys that address patient and associate needs.
• Apply the desirability, viability, and feasibility framework to evaluate and prioritize experience interventions.
• Define experience interventions that strengthen medication understanding, care adherence, and coordination of care.
• Develop service blueprints that connect patient and associate interactions with the operations that promote them.
• Guide teams in translating insights into applicable experience improvements.

Strategy, Roadmap & Investment Influence

• Collaborate with partners to align journey transformation work with priorities like patient outcomes, quality, satisfaction, and loyalty.
• Provide journey-level evidence and insight that informs experience roadmaps and portfolio prioritization.
• Shape investment decisions by surfacing the human cost of experience gaps and the potential value of proposed improvements.
• Partner with experience strategy and measurement teams to validate proposed interventions and define success metrics.
• Apply the desirability, viability, and feasibility framework to assess and communicate the readiness and influence potential of experience interventions.

Practice Leadership & Capability Building

• Lead a team of journey and experience practitioners, establishing standards.
• Shape the practice's methods, tools, and deliverable frameworks.
• Build human-centered design literacy across partner teams.
• Advocate for the value of journey transformation work internally.

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 influencing 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).
• 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).

Additional Information

• Work at Home Requirements: Requires stable internet (min 25 Mbps down/10 Mbps up) and a dedicated, private workspace.
• Travel: Occasional travel to Humana offices may be required.
• Scheduled Weekly Hours: 40
• Pay Range: $126,300 - $173,700 per year, plus bonus eligibility.
• Benefits: Includes medical, dental, vision, 401(k), paid time off, and more.
• Application Deadline: 07-02-2026

About Us

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.

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.