Director, Product Design for Onboarding

Humana Inc.

Job Overview

Location

Remote Nationwide

Job Type

Full-time

Full Job Description

📋 Description

• As the Director of Product Design for Onboarding at Humana, you will be instrumental in shaping the foundational digital experiences for millions of members. This pivotal role focuses on the entire journey from post-enrollment engagement, ensuring that new members seamlessly and securely connect with Humana's digital ecosystem. You will lead the design strategy for critical areas such as registration, login, account creation and management, authentication, identity verification, and account recovery. Your leadership will ensure these experiences are not only intuitive and accessible but also built on a bedrock of trust, meeting stringent security and regulatory requirements while supporting members in understanding their benefits and taking immediate action.
• Your day-to-day responsibilities will be multifaceted, encompassing strategic leadership, deep domain expertise in identity and access management, and extensive cross-functional collaboration. You will lead, mentor, and develop a team of talented product designers, fostering an environment of high performance, inclusivity, and collaboration. A key part of your role will be defining and driving the long-term design strategy for onboarding, ensuring all experiences are member-centric, compliant with regulations, and strategically aligned with business objectives. You will champion design excellence and establish a clear, compelling vision for identity-related experiences across Humana's web and mobile platforms. This includes leading the design for core identity functions like registration, login, multi-factor authentication, identity verification, password management, and account recovery. You will work closely with Identity & Access Management (IAM), Security, and Architecture teams to craft 'friction-right' authentication and verification workflows that satisfy enterprise risk thresholds, while also ensuring all onboarding flows adhere to accessibility standards, privacy regulations, and evolving identity protocols.
• You will be a key partner to Product, Engineering, IAM, Legal, Compliance, and Marketing teams, working collaboratively to define priorities and deliver cohesive, unified solutions across all digital platforms. Building and maintaining trusted relationships with senior stakeholders will be crucial, enabling you to navigate complex constraints and influence teams within a matrixed organizational structure. Collaboration extends to Research and Content Design teams, where you will leverage behavioral insights, usability testing, and continuous discovery to inform and enhance onboarding experiences. Your focus on experience quality and delivery means ensuring that all design output is of the highest standard, cohesive, and reflects a profound understanding of member needs, technical constraints, and operational workflows. You will utilize tools like prototypes, journey maps, and compelling storytelling to effectively communicate design direction and gain alignment from executive stakeholders. Furthermore, you will establish design principles, define future-state visions, and create experience roadmaps that skillfully balance immediate delivery needs with the overarching long-term onboarding strategy.
• In this role, you will have the unique opportunity to significantly impact the member experience from the very first interaction with Humana. You will gain invaluable experience in designing for complex, regulated environments within the healthcare sector, deepening your expertise in digital identity and access management. By leading a design team, you will hone your leadership and mentorship skills, guiding designers to produce exceptional work. You will also develop a strong understanding of enterprise-level collaboration, influencing diverse teams and senior leadership to drive strategic initiatives. This position offers the chance to contribute to a mission-driven organization, improving how millions of people engage with their health and well-being through innovative digital solutions, and to leave a lasting legacy on Humana's digital presence.
• The Onboarding portfolio is critical to Humana's mission of improving health outcomes by making healthcare easier to navigate. This role is central to ensuring that members have a positive, secure, and empowering first impression, setting the stage for their long-term engagement and satisfaction. The team you will lead is dedicated to creating seamless digital pathways that build confidence and trust from the outset. Humana is committed to delivering innovative digital experiences that enhance member engagement and drive business value across a diverse ecosystem of consumers, providers, employers, and brokers. Your work will directly contribute to this overarching goal by ensuring the onboarding process is a strength, not a barrier, for our members.
• The Director of Product Design will be responsible for the end-to-end user experience of Humana's digital onboarding processes. This includes overseeing the design of user flows for account creation, identity verification, login, and initial plan setup. A significant aspect of the role involves collaborating with product managers and engineering leads to translate business requirements and user needs into intuitive and secure design solutions. You will also be tasked with establishing and maintaining design systems and guidelines specific to the onboarding domain, ensuring consistency and scalability across different digital touchpoints. Furthermore, you will champion user-centered design principles, advocating for user research and testing to validate design decisions and iterate on solutions based on data and feedback. This leadership position requires a strategic mindset to anticipate future needs and trends in digital identity and member onboarding, ensuring Humana remains at the forefront of innovative and secure digital experiences.
• Your leadership will extend to fostering a culture of continuous improvement within the design team. This involves implementing best practices for design workflows, mentoring junior designers, and conducting design critiques to elevate the quality of work. You will also play a key role in defining key performance indicators (KPIs) for onboarding experiences and working with analytics teams to track and measure success, using these insights to drive further design enhancements. The ability to effectively communicate complex design concepts and strategies to both technical and non-technical audiences, including executive leadership, will be paramount to your success in this role. Your influence will be critical in aligning various departments around a shared vision for a superior onboarding experience that builds member loyalty and trust from day one.
• The scope of this role is broad, covering all digital touchpoints a new member encounters after enrollment. This includes web portals, mobile applications, and potentially other digital channels. You will be responsible for ensuring that these experiences are not only functional and secure but also empathetic and supportive, guiding members through potentially complex healthcare information. The emphasis on 'friction-right' design means finding the optimal balance between necessary security measures and user convenience, ensuring that security protocols do not become an undue burden on the user. This requires a deep understanding of user psychology, behavioral economics, and the specific needs of diverse member populations, including those who may be less digitally savvy or have specific accessibility requirements.
• In summary, this role is about leading a team to design the critical first impression for Humana members. It requires a blend of strategic vision, deep expertise in digital identity and user experience, strong leadership capabilities, and the ability to collaborate effectively across a large organization. The ultimate goal is to create an onboarding experience that is secure, seamless, accessible, and builds lasting trust, setting members on a path to better health and a positive relationship with Humana.

🎯 Requirements

• 12+ years of experience in UX or Product Design, including 4+ years in a senior or director level leadership role.
• Demonstrated expertise in digital identity, including registration, login, authentication, identity verification, and account creation.
• Experience leading design for complex, regulated, or high security environments (e.g., healthcare, financial services, government, insurance).
• Strong portfolio demonstrating systems thinking, scalable frameworks, and end-to-end experience design.

🏖️ Benefits

• 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

Skills & Technologies

Remote

$138k-191k

Degree Required

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Humana Inc.

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About Humana Inc.

Humana Inc. is a for-profit health and well-being company headquartered in Louisville, Kentucky. Founded in 1961, it provides health insurance, Medicare Advantage plans, Medicaid services, pharmacy benefit management, and clinical care through primary care centers. Serving millions of members across the United States, Humana focuses on integrated care delivery, home health, and wellness programs aimed at improving health outcomes and reducing costs for individuals, employers, and government partners.

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