Travel Services Transformation and Service Improvement Analyst
Organizational Context
UNICEF's Global Shared Services Centre (GSSC) aims to be a Centre of Excellence for global service delivery, focusing on efficiency, customer service, continuous improvement, and innovation. The GSSC supports UNICEF's program results worldwide by providing services in Finance, HR, Payroll, IT, and now Travel, Recruitment Administration, and Individual Consultant Services. The current initiative focuses on stabilizing and optimizing these new services, enhancing client experience, and embedding industry best practices to accelerate service maturity and deliver measurable business value.
Job Purpose
This role supports the maturation and continuous improvement of UNICEF's Global Shared Services Centre (GSSC) Travel Services. The incumbent will stabilize and optimize operations, enhance service performance, productivity, and customer experience, and strengthen standardization and process controls. Key contributions include identifying opportunities for workflow optimization and automation, improving knowledge management and stakeholder communications, and applying industry best practices. The role also involves supporting data-driven decision-making and establishing sustainable improvement mechanisms to ensure long-term effectiveness and efficiency in travel service delivery.
Responsibilities
The Travel Services Transformation and Service Improvement Analyst will focus on enhancing GSSC Travel Services through several key areas. Responsibilities include stabilizing and optimizing service operations, improving performance, productivity, and customer experience, and strengthening standardization and process controls. The analyst will review and enhance productivity and workload measurement, identify opportunities for workflow optimization, automation, and self-service, and improve travel knowledge management and stakeholder communications. Additionally, the role involves identifying and applying relevant industry and shared-service best practices, supporting evidence-based decision-making through data analysis, and establishing sustainable improvement mechanisms, tools, and roadmaps. This includes reviewing existing processes for bottlenecks, mapping end-to-end processes, supporting the development and implementation of improvement initiatives, and assessing current metrics. The analyst will also assess knowledge needs, review existing guidance materials, establish knowledge management practices, and develop user-friendly self-service resources. Furthermore, the role will identify manual activities for simplification or automation, support workflow redesign, develop an automation pipeline, and assess emerging technologies. Finally, the analyst will support strengthening service management disciplines, review SLAs and KPIs, recommend performance measures, conduct root-cause analysis for service issues, and support benchmarking against industry practices.
Work Experience
Requires 3 years of professional experience, with at least 2 years in Travel operations or travel management. Desired experience includes project management, knowledge management, process improvement, workflow optimization, service improvement, performance monitoring, change management, and self-service enablement. Proficiency in MS Office applications and database management is essential.
Skills
UNICEF Core Values (Care, Respect, Integrity, Trust, Accountability, Sustainability). Competencies include building partnerships, self-awareness, ethical awareness, driving results, innovation, managing ambiguity and complexity, strategic thinking, collaborative work, and leadership. Expertise in Information Technology, Administration, Volunteer Management, and Advocacy is also required.