Process - Service Design Intern, Office of Innovation, Stockholm, Sweden, 3 months (with possibility of extension to 6 months)

Contract

This is a Internship contract. It usually requires 0 years of experience, depending on education. More about Internship contracts.

UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential.

Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone.

And we never give up.

For every child, innovate...

How can you make a difference?

Background

The Office of Innovation is a creative, interactive, and agile team in UNICEF. We sit at a unique intersection, where an organization that works on huge global issues meets the start-up thinking, the technology, and the partners that turn this energy into scalable solutions.

The UNICEF Office of Innovation (OOI) is a new office for UNICEF with the main office in Stockholm and hub offices being established in Helsinki, Copenhagen, Geneva and Barcelona.

As the office expands, there is a need to ensure that internal processes are fit for purpose and clearly communicated to enable OOI to deliver on its mandate efficiently and effectively.

The purpose of this internship will be to support a project to inventorise the key processes that cut across sections and offices, and, working closely with the process owners, redesign the process flows using a user-centred perspective to clarify process flows and accountabilities. The output will be a library of user-friendly service blueprints and re-designed process maps. The Intern will also coordinate with an ongoing project to update the digital workplace, where key processes can be digitalized and automated.

The Internship will provide an opportunity to apply lean thinking to the process designs and use user-centred tools such as (but not restricted to) service blueprinting to document the revised processes.

Main Duties / Responsibilities

• Compile inventory of processes and forms / templates currently in use and identify process owners for each process
• Work with supervisor and process owners to prioritize the flows for redesign
• Lead process mapping with process owners and key representative users to map the ‘as is’ process, and identify pain points, bottlenecks, lack of clarity and ‘wastes’
• Map out proposed revised process flows addressing the concerns raised, using a user-centred focus, for review and adoption by the process owners
• Complete updated user-friendly documentation of the revised process, using formats where appropriate that can be automated
• Key process flows should be designed in a way that would allow the subsequent development of a chatbot to provide process guidance for ease of communication
• Key forms and request templates should be designed for use on SharePoint (with support of the digital workplace project manager) and enable automation and PowerBI dashboards

Expected Deliverables

• Library of revised processes including owners, a description, and key forms currently in use
• Detailed mapping and/or re-design of prioritized processes
• Implementation of selected processes online using automation and reporting tools in our M365 platform.

Essential Requirements/Educational Background

• Be enrolled in an undergraduate or graduate degree programme or have graduated within the past two years, in any of the following design disciplines: Service Design, Graphic Design, Communication Design or other relevant fields.
• Experience working with service and/or process design and process mapping projects, exemplified through work in the portfolio.
• Experience in applying lean and / or other process efficiency principles and practice an asset
• Working knowledge of Adobe CC software (InDesign, Illustrator, Photoshop, Acrobat)
• Experience working with Microsoft Suite tools (SharePoint, word, excel, PowerPoint, notes, teams, Power Automate)
• Experience with designing and / or facilitating Human Centered Design workshops is an asset.
• Experience in generating user requirements, personas, storyboards, journey maps, and use case scenarios is an asset.
• Creating design systems is considered an asset.

• The candidate must have good interpersonal skills (liaising with people of many different nationalities) and organizations skills.

  Languages

• Fluency in written and spoken English is required. Proficiency in any other UN languages is considered an asset (French, Russian, Arabic, Spanish, Chinese).

Conditions:

• Age: Interns must be at least 18 years

Employment: There is no expectancy of employment at the end of the internship.

To qualify as an advocate for every child you will have…

• Have good academic performance as demonstrated by recent university or institution records.
• Have no immediate relatives (e.g., father, mother, brother, sister) working in any UNICEF office.
• Have no other relatives in the line of authority which the intern will report to.
• Individuals must have proof of medical insurance covering the time and location of their internship.
• This internship can be delivered on a full-time or part-time commitment.
• Individuals are expected to provide their own laptop.
• Selected candidates will receive a monthly stipend (unless already in receipt of any support for the internship from a third party).
• Individuals must fund their own travel and living expenses.
• Individuals are responsible for arranging any visa or immigration requirement.

For every Child, you demonstrate...

UNICEF’s Core Values of Care, Respect, Integrity, Trust, Accountability and Sustainability (CRITAS) underpin everything we do and how we do it. Get acquainted with Our Values Charter: UNICEF Values.

During the recruitment process, we test candidates following the competency framework. Familiarize yourself with our competency framework and its different levels: competency framework here.

UNICEF is here to serve the world’s most disadvantaged children and our global workforce must reflect the diversity of those children. The UNICEF family is committed to include everyone, irrespective of their race/ethnicity, age, disability, gender identity, sexual orientation, religion, nationality, socio-economic background, or any other personal characteristic. We offer a wide range of benefits to our staff, including paid parental leave, breastfeeding breaks and reasonable accommodation for persons with disabilities. UNICEF strongly encourages the use of flexible working arrangements. UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. UNICEF is committed to promote the protection and safeguarding of all children. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check.

Remarks:

UNICEF’s active commitment towards diversity and inclusion is critical to deliver the best results for children. For this position, eligible and suitable graduates are encouraged to apply.

UNICEF appointments are subject to medical clearance. Issuance of a visa by the host country of the duty station, which will be facilitated by UNICEF, is required for IP positions. Appointments may also be subject to inoculation (vaccination) requirements, including against SARS-CoV-2 (Covid). Government employees that are considered for employment with UNICEF are normally required to resign from their government before taking up an assignment with UNICEF. UNICEF reserves the right to withdraw an offer of appointment, without compensation, if a visa or medical clearance is not obtained, or necessary inoculation requirements are not met, within a reasonable period for any reason.

Only shortlisted candidates will be contacted and advance to the next stage of the selection process.