=

=

WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles

Selection of staff is made on a competitive basis, and we are committed to promoting diversity and gender balance

=

Who we are looking for: We are seeking to identify a Service Designer and Analyst

What we offer: a regular consultancy contract of up to 11 months from start date will be offered to the selected candidate(s).

Workplace: Remote working

ORGANIZATIONAL CONTEXT

The United Nations World Food Programme (WFP) is the world's largest humanitarian agency, fighting hunger worldwide. WFP Technology Division (TEC, formerly known as the IT Division) is the digital business engine of the World Food Programme, providing the business with multi-pronged and resilient technical capabilities able to respond with the agility required in humanitarian operations.

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

1. 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;
2. 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;
3. 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;
4. Analyse and investigate digitization, digitalization and automation opportunities as well as the feasibility of data acquisition and integration among systems;
5. Define key metrics and measurements for the team to evaluate its impact, supporting the use of data to iterate what has been delivered;
6. Maximize adoption opportunities by having a 360-degreeview on services, including aspects such as change management, communication, training and support;
7. 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;
8. 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; and
9. Any other duties as required for the successful delivery of the productor service.

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.

Skills & Knowledge

• In-depth knowledge and proficiency inhuman-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, Pro Vision);
• Desirable: ability to produce wireframes, mock-up sand other design artifacts to facilitate orchestration and feedback collection;
• Desirable: knowledge of Agile/Scrum and Lean frameworks and practices;

Competences

• 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.

Language:

Fluency in oral and written English is required. An intermediate knowledge of another official UN language (Arabic, Chinese, French, Russian and Spanish) or Portuguese (one of WFP’s working languages) is desirable.

TERMS AND CONDITIONS:

WFP offers a competitive compensation package, which will be determined by the contract type and selected candidate’s qualifications and experience.

Please visit the following websites for detailed information on working with WFP.

http://www.wfp.org Click on: “Our work” and “Countries” to learn more about WFP’s operations.

Deadline for applications: 17 February 2022 at 11:59pm Rome time (CET/CEST)

REF: 155973

Qualified female applicants and qualified applicants from developing countries are especially encouraged to apply.

WFP has zero tolerance for discrimination and does not discriminate on the basis of HIV/AIDS status.

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.

Saving lives, changing lives