DEADLINE FOR APPLICATIONS
22 December :59-GMT+01:00 Central European Time (Rome)
WFP celebrates and embraces diversity. It is committed to the principle of equal employment opportunity for all its employees and encourages qualified candidates to apply irrespective of race, colour, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status or disability.
ABOUT WFP
The World Food Programme is the world's largest humanitarian organization saving lives in emergencies and using food assistance to build a pathway to peace, stability and prosperity, for people recovering from conflict, disasters and the impact of climate change.
At WFP, people are at the heart of everything we do and the vision of the future WFP workforce is one of diverse, committed, skilled, and high performing teams, selected on merit, operating in a healthy and inclusive work environment, living WFP's values (Integrity, Collaboration, Commitment, Humanity, and Inclusion) and working with partners to save and change the lives of those WFP serves.
To learn more about WFP, visit our website: and follow us on social media to keep up with our latest news: YouTube, LinkedIn, Instagram, Facebook, Twitter, TikTok.
WHY JOIN WFP?
* WFP is a 2020 Nobel Peace Prize Laureate.
* WFP offers a highly inclusive, diverse, and multicultural working environment.
* WFP invests in the personal & professional development of its employees through a range of training, accreditation, coaching, mentorship, and other programs as well as through internal mobility opportunities.
* A career path in WFP provides an exciting opportunity to work across the various country, regional and global offices around the world, and with passionate colleagues who work tirelessly to ensure that effective humanitarian assistance reaches millions of people across the globe.
* We offer an attractive compensation package (please refer to the Terms and Conditions section of this vacancy announcement).
JOB TITLE: Service Designer and Analyst
TYPE OF CONTRACT: Consultant level I – When Actually Employed (WAE)
UNIT/DIVISION: TECD
DUTY STATION (City, Country): Remote working
DURATION: 11 months (180 days maximum)
BACKGROUND AND PURPOSE OF THE ASSIGNMENT:
The Service Designer and Analyst ensures that the user is put at the centre of the analysis and design process, making products and services usable, viable and desirable. The Service Designer and analyst models "as is" processes and services, analyses the existing landscape to ensure efficient workflows and streamlining of activities, and designs "to be" processes in liaison with business subject matter experts and users, that will result in positive customer journeys.
The Service Designer and Analyst works in close collaboration with the Product Teams to identify any problems with the way in which a product or a service is used or any improvements that could be made to the underlying processes to maximize the value it delivers. In order to do so, the Service Designer and Analyst explores the behaviours and motivations of end-users and liaises with stakeholders to define, prototype, and validate process improvements, requirements and functionalities.
ACCOUNTABILITIES/RESPONSIBILITIES:
•Manage the overall Service Design process, working with data and qualitative insights, through collaboration with field staff, managers and users, to design services, solutions and strategic propositions;
•Contribute to the coordination and alignment on service improvement efforts between process change management stakeholders – enterprise architects, business engagement managers, business analysts, business process experts and product team;
•Define, in close collaboration with the key stakeholders, how services need to be orchestrated across multiple touchpoints (including non-digital ones) to become more effective, and communicate it through visual artifacts such as journey mapping, blueprints and wireframes;
•Analyse and investigate digitization, digitalization and automation opportunities as well as the feasibility of data acquisition and integration among systems;
•Define key metrics and measurements for the team to evaluate its impact, supporting the use of data to iterate what has been delivered;
•Maximize adoption opportunities by having a 360-degree view on services, including aspects such as change management, communication, training and support;
•Contribute to develop the cultural conditions, practices, and rituals to design user-centred processes or products and services in close collaboration with the federated network of BPM, UX and Service Experience Design professionals across the organization;
•Guide critical thinking during the design process, working to the highest ethical and moral standards of research and design practice, promoting inclusive design practice at all levels of work
•Any other duties as required for the successful delivery of the product or service.
DELIVERABLES AT THE END OF THE CONTRACT:
•Existing processes and services mapped and analysed to identify inefficiencies and opportunities for streamlining and simplification; and
•New processes and service model, aimed at improving the user journey across digital and offline touchpoints, including KPIs for evaluation of their effectiveness are designed, documented and presented to relevant technology and business stakeholders;
QUALIFICATIONS & EXPERIENCE REQUIRED:
Education:
Advanced University degree in Psychology, Anthropology, Interaction Design, Human-Computer Interaction, computer science, business administration or related fields obtained from a reputable institution; or First University degree with additional years of related work experience.
Experience:
At least 3 years postgraduate progressively responsible professional experience and a proven track record for service or process design working in multidisciplinary teams.
Knowledge & Skills:
•In-depth knowledge and proficiency in human-centred design (HCD), business process management, usability principles, business relationship management, service design, user experience design, workshop facilitation, user research, and use of BPM tools (Visio, ProVision);
•Desirable: ability to produce wireframes, mockups and other design artifacts to facilitate orchestration and feedback collection;
•Desirable: knowledge of Agile/Scrum and Lean frameworks and practices;
Competencies:
•Management & leadership skills, showing vision, empowering, building trust;
•Excellent communication, presentation skills;
•Organized and detail oriented with strong judgement/decision-making skills;
•A passion for new technology tools and usage of those tools;
•Able to articulate complex application concepts in non-technical language;
•Ability to plan and organize work and communicate effectively;
•Ability to handle a large volume of work and to meet strict deadlines;
•Ability to be resourceful, take initiative and use mature judgment;
•Ability to engage with people of different national and cultural backgrounds.
Languages:
Fluency in oral and written English with an intermediate knowledge of another official UN language (Arabic, Chinese, French, Russian and Spanish) or Portuguese (one of WFP's working languages) is desirable.
WFP LEADERSHIP FRAMEWORK
WFP Leadership Framework guides to the common standards of behavior that guide HOW we work together to accomplish our mission.
Click here to access WFP Leadership Framework
REASONABLE ACCOMMODATION
WFP is committed to supporting individuals with disabilities by providing reasonable accommodations throughout the recruitment process. If you require a reasonable accommodation, please contact:
NO FEE DISCLAIMER
The United Nations does not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it. Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced. Therefore, you are advised to apply particular care when submitting personal information on the web.
REMINDERS BEFORE YOU SUBMIT YOUR APPLICATION
* All applications must be submitted exclusively through our online recruitment system. We do not accept CVs or spontaneous applications by email.
* If you experience challenges while submitting your online application, please contact us at for technical support only.
* Please note that applications sent to this email address cannot be considered.
* We strongly recommend that your profile is accurate, complete, and includes your employment records, academic qualifications, language skills and UN Grade (if applicable).
* Once your profile is completed, please apply, and submit your application.
* Please make sure you upload your professional CV in the English language
* Kindly note the only documents you will need to submit at this time are your CV and Cover Letter
* Additional documents such as passport, recommendation letters, academic certificates, etc. may potentially be requested at a future time
* Only shortlisted candidates will be notified
All employment decisions are made on the basis of organizational needs, job requirements, merit, and individual qualifications. WFP is committed to providing an inclusive work environment free of sexual exploitation and abuse, all forms of discrimination, any kind of harassment, sexual harassment, and abuse of authority. Therefore, all selected candidates will undergo rigorous reference and background checks.
No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.