The UN Booking Hub is a UN Global Shared Service fostering inter-agency collaboration in field services provision. It is the largest UN marketplace with 1.9 million humanitarian customers served to date to access flights, mobility, accommodation, clinics and wellness services from 20 UN partnering entities in 1,400 field service points of 106 countries.

In particular, with 4,900 UN vehicles and 3,700 drivers, the UN Mobility of the UN Booking Hub allows humanitarian staff to book drivers, local administrators to manage vehicles, drivers to deliver their passenger transportation more efficiently and UN entities to offer inter-agency carpooling services.

PURPOSE OF THE ASSIGNMENT

The UN Booking Hub Mobility Support Services consultant will be reporting to the WFP Mobility Manager. He/she will be responsible for the following duties:

UN Mobility - UN Booking Hub | Driver Booking and Digital Office rollout

Reaching out to UN colleagues in field operations to rollout of the digital passenger mobility and carpooling services worldwide. Support the field in setting up and keeping up to date Booking Digital Offices data with prices, drivers, fleets and documents both for WFP and other agencies. Keep updated master roll out plan to coordinate global roll out support activities.

UN Mobility - UN Booking Hub | Driver Booking & Digital Office training

Scheduling and performing remote on-line trainings of new operations joining the platform. Support requesting Regional Bureaux, Country Offices and field duty stations on dedicated trainings on new services provided by the platform to build capacity of responsible UN staff. Keep online manuals and any other communication material updated with the incremental new service features progressively added to the core product.

UN Mobility - UN Booking Hub | Carpooling

Support the roll out of carpooling pilots for bilateral agreements among two UN Agencies or OMT Agreements at the country level.

UN Mobility - UN Booking Hub | Support

Act as the first line customer support for admin staff on the field on Digital Office functionalities during the rollout phase of the new services, gathering feedbacks and requirements to be passed to the UN Booking Hub Team for digital service improvement.

UN Mobility - UN Booking Hub | Data analysis

Support data analysis of passenger mobility services requests and management to define new requirements for the platform, enhancing the reporting capabilities and providing support do data driven decision at HQ and CO level. Support the delivery and analysis of structural customer satisfaction surveys.

QUALIFICATIONS & EXPERIENCE REQUIRED:

Education:

University degree in Business Administration, Marketing, Economics, Engineering, International Relationships or other relevant degrees

Experience:
At least 2 of experience in customer support management and satisfaction tools;
- Digital marketing and communication;
- Training of diverse targets.
Knowledge & Skills:
Change management skills;
- Ability to work in multi-cultural environments;
- Client-centric attitude.
Languages:
Written and oral proficiency in English is essential.
- French is an asset, Arabic is welcome.