Service Design Advisor Consultant
Organizational Context
UNICEF operates in over 190 countries, dedicated to saving children's lives, defending their rights, and helping them reach their full potential. The Global Shared Services Centre (GSSC) provides essential services globally in Finance, HR, IT, and more, aiming to be a Centre of Excellence for efficient service delivery and continuous improvement.
Job Purpose
The Service Design Advisor Consultant will play a crucial role in accelerating the maturation of new services within UNICEF's Global Shared Services Centre (GSSC), specifically focusing on Recruitment Administration Services (RAS), Individual Consultant Services (ICS), and International Travel. The consultant will be instrumental in stabilizing and optimizing service operations, enhancing client experience, and improving service quality. This involves strengthening standardization, automation, and process performance, while identifying and implementing industry best practices and service management disciplines. The ultimate goal is to build sustainable capabilities that lead to measurable business value through increased efficiency, effectiveness, and user satisfaction, ensuring that services are robust and meet evolving organizational needs.
Responsibilities
The Service Design Advisor Consultant will be responsible for embedding within GSSC service teams to drive tangible improvements in service design and delivery. This includes analyzing current service operations for RAS, ICS, and International Travel to identify areas for optimization and enhancement. The consultant will lead the development and implementation of improved service blueprints, customer journey maps, and user experience strategies to elevate client satisfaction. They will collaborate with service line managers and teams to standardize processes, implement automation solutions where feasible, and ensure adherence to best practices in service management. A key responsibility will be to facilitate workshops and training sessions to build internal capabilities for sustainable service improvement and to ensure that new services are optimized for efficiency and effectiveness. The consultant will also be tasked with defining key performance indicators (KPIs) to measure service quality and client satisfaction, and reporting on progress and outcomes to the Business Performance & Modernization (BPM) team and relevant stakeholders, ensuring alignment with the overall objectives of service stabilization and optimization.
Work Experience
A minimum of five years of relevant professional experience in service design, business process improvement, organizational development, or a related field, preferably within a large, complex organization. Experience in implementing service management frameworks and methodologies is highly desirable.
Skills
Service Design, Business Process Improvement, Organizational Development, Client Experience Enhancement, Process Standardization, Automation Implementation, Service Management Best Practices, Stakeholder Management, Data Analysis, Project Management, Workshop Facilitation, Change Management