Details
Mission and objectives
At the heart of UNICEF's work is the program countries. Each office works in line with UNICEF's mission as part of a specific program of cooperation with local governments. Their work is based on a five-year plan based on a situation analysis and is provided with technical assistance by the regional offices. UNICEF's work is part of other UN activities in the country.
Context
UNICEF works in over 190 countries and territories to save children’s lives, defend their rights, and help them fulfil their potential, from early childhood through adolescence.
At UNICEF, we are committed, passionate, and proud of what we do. Promoting the rights of every child is not just a job – it is a calling.
UNICEF is a place where careers are built: we offer our staff diverse opportunities for personal and professional development that will help them develop a fulfilling career while delivering on a rewarding mission. We pride ourselves on a culture that helps staff thrive, coupled with an attractive compensation and benefits package.
UNICEF’s Global Shared Services Centre (GSSC) provides services to UNICEF offices around the world in the areas of Finance, Master Data Management, Human Resources Administration, Payroll, and IT Customer Care. Our mission is to be a Centre of Excellence for the global delivery of efficient services within a culture of customer service, continuous business improvement, knowledge-sharing and innovation to support the effective achievement of UNICEF's program results worldwide. New services of Recruitment Administration Services - RAS and Individual Consultant Services - ICS, and Travel have been added in 2026. Payroll & Offboarding were restructured and further streamlining and integration are in progress.
Assignment context and brief context of the project: RAS and ICS have successfully completed initial implementation and are now entering a critical phase where service stabilization, standardization, and optimization are required. International Travel is continuing to refine and scale the business model. Payroll & Offboarding (Offboarding) has identified essential streamlining and customer-experience lessons from the UNICEF Future Focused Initiative (FFI) process. While core service delivery capabilities are now in place, targeted investment is needed to rapidly strengthen service design, improve client experience, enhance operational efficiency, and embed industry-leading practices.
This initiative proposes a time-bound GSSC investment in dedicated implementation capacity to accelerate service maturity and deliver tangible improvements to service quality, productivity, client satisfaction, and business outcomes. Resources will be embedded within service teams and focused on delivering practical improvements, operational solutions, and sustainable capabilities.
Objective of the project: to accelerate the maturation of new services through dedicated delivery-oriented resources that will:
• Stabilize and optimize service operations.
• Improve client experience and service quality.
• Strengthen standardization, automation, and process performance.
• Identify and implement industry best practices and service management disciplines.
• Build sustainable capabilities that can be maintained following project completion.
• Generate measurable business value through enhanced efficiency, effectiveness, and user satisfaction.
Approach: the project will establish a coordinated 'sprint team' steered by Business Performance and Modernization (BPM) while embedding dedicated resources within priority service areas. Each resource will report to the relevant service line and will be accountable for implementing specific service improvements, business processes, tools, standards, and client-facing enhancements.
At UNICEF, we are committed, passionate, and proud of what we do. Promoting the rights of every child is not just a job – it is a calling.
UNICEF is a place where careers are built: we offer our staff diverse opportunities for personal and professional development that will help them develop a fulfilling career while delivering on a rewarding mission. We pride ourselves on a culture that helps staff thrive, coupled with an attractive compensation and benefits package.
UNICEF’s Global Shared Services Centre (GSSC) provides services to UNICEF offices around the world in the areas of Finance, Master Data Management, Human Resources Administration, Payroll, and IT Customer Care. Our mission is to be a Centre of Excellence for the global delivery of efficient services within a culture of customer service, continuous business improvement, knowledge-sharing and innovation to support the effective achievement of UNICEF's program results worldwide. New services of Recruitment Administration Services - RAS and Individual Consultant Services - ICS, and Travel have been added in 2026. Payroll & Offboarding were restructured and further streamlining and integration are in progress.
Assignment context and brief context of the project: RAS and ICS have successfully completed initial implementation and are now entering a critical phase where service stabilization, standardization, and optimization are required. International Travel is continuing to refine and scale the business model. Payroll & Offboarding (Offboarding) has identified essential streamlining and customer-experience lessons from the UNICEF Future Focused Initiative (FFI) process. While core service delivery capabilities are now in place, targeted investment is needed to rapidly strengthen service design, improve client experience, enhance operational efficiency, and embed industry-leading practices.
This initiative proposes a time-bound GSSC investment in dedicated implementation capacity to accelerate service maturity and deliver tangible improvements to service quality, productivity, client satisfaction, and business outcomes. Resources will be embedded within service teams and focused on delivering practical improvements, operational solutions, and sustainable capabilities.
Objective of the project: to accelerate the maturation of new services through dedicated delivery-oriented resources that will:
• Stabilize and optimize service operations.
• Improve client experience and service quality.
• Strengthen standardization, automation, and process performance.
• Identify and implement industry best practices and service management disciplines.
• Build sustainable capabilities that can be maintained following project completion.
• Generate measurable business value through enhanced efficiency, effectiveness, and user satisfaction.
Approach: the project will establish a coordinated 'sprint team' steered by Business Performance and Modernization (BPM) while embedding dedicated resources within priority service areas. Each resource will report to the relevant service line and will be accountable for implementing specific service improvements, business processes, tools, standards, and client-facing enhancements.
Task description
Under the overall guidance and supervision of the Administrative Officer, the Travel Services Transformation and Service Improvement Analyst will be embedded within Travel Services and support the maturation and continuous improvement of GSSC Travel Services by:
• stabilizing and optimizing service operations;
• improving service performance, productivity and customer experience;
• strengthening standardization, process controls and service management;
• reviewing and improving productivity and workload measurement;
• identifying opportunities for workflow optimization, automation and self-service;
• strengthening Travel knowledge management and stakeholder communications;
• identifying and applying relevant industry and shared-service best practices;
• supporting evidence-based decision-making through data and performance analysis; and establishing sustainable improvement mechanisms, tools and roadmaps that can continue after the assignment.
Main Responsibilities and Tasks:
A. Travel Service Performance and Continuous Improvement
• Review existing Travel processes and identify bottlenecks, duplication, manual activities and opportunities for simplification.
• Map priority end-to-end Travel processes and identify opportunities for standardization and optimization.
• Support the development and implementation of service improvement initiatives agreed with Travel management team and Business Performance and Modernization (BPM) Section.
• Work with travel project team in improvement pipeline, including quick wins, medium-term improvements and strategic initiatives.
• Support Travel management in monitoring implementation, risks, dependencies and benefits realization.
• Assess whether existing metrics adequately reflect the actual workload and complexity of Travel transactions.
• Analyse activities undertaken within and outside the Service Gateway, including activities that may not be visible through system-generated metrics.
• Identify opportunities to reduce manual activities, rework and unnecessary process steps.
B. Travel Knowledge Management and Stakeholder Communications
The Travel Services Transformation and Service Improvement Analyst will assess how Travel knowledge is currently created, maintained and communicated across the organization. Responsibilities will include:
• Assess the information and knowledge needs of Travel Arrangers, travellers, approving officials, administrative focal points and other stakeholders.
• Review existing Travel guidance, FAQs, process documentation, communications and user-facing materials.
• Identify inconsistencies, duplication, outdated information and knowledge gaps.
• Establish and maintain travel knowledge management practices, including content ownership, review cycles, accessibility and dissemination mechanisms.
• Support the development of user-friendly guidance, FAQs, process maps, checklists and other self-service materials.
• Identify opportunities to improve the Travel knowledge experience through digital channels and self-service.
• Work with relevant stakeholders to ensure that Travel information is accurate, consistent and aligned with applicable policy and procedures.
• Establish mechanisms for capturing recurring questions, customer feedback and emerging issues and translating these into improvements in guidance and communications.
C. Workflow Optimization, Automation and Self-Service. The Travel Services Transformation and Service Improvement Analyst will identify and support opportunities to reduce manual effort and improve the efficiency and accessibility of Travel services.
Responsibilities will include:
• Identify high-volume, repetitive and manual Travel activities suitable for simplification or automation.
• Analyze opportunities for workflow redesign before automation.
• Develop an automation and self-service opportunity pipeline.
• Work with DID/BIS and other technical stakeholders to translate business requirements into practical solutions.
• Support pilots and implementation of agreed automation or self-service initiatives.
Identify and assess suitable AI and emerging technology use cases that could improve service efficiency, user experience and self-service adoption.
• Measure the operational benefits of implemented solutions, including time saved, reduced errors, improved turnaround time and improved user experience.
• Support in expansion of Travel services and measuring performance of new Travel agency.
D. Service Management and Quality
The Travel Services Transformation and Service Improvement Analyst will support Travel Services in strengthening service management disciplines.
Responsibilities will include:
• Review existing SLA, KPI and quality management arrangements.
• Recommend, implement, and maintain balanced Travel Services performance measures and contribute data and insights to broader service performance reviews including productivity, timeliness, quality, compliance and customer experience.
• Support the development of regular service performance reporting.
• Identify recurring service issues and conduct root-cause analysis.
• Develop, implement and track corrective and preventive actions to address recurring service issues.
• Develop mechanisms for tracking service improvement actions and benefits.
• Support benchmarking against relevant shared-service and travel-industry practices.
E. Stakeholder Engagement and Change Management
The assignment requires extensive collaboration across Travel Services and the wider UNICEF organization.
• Work closely with Travel management and BPM to translate strategic priorities into actionable initiatives.
• Engage Travel Arrangers, travelers and other staff to understand operational challenges and improvement opportunities.
• Consult HQ divisions, regional offices, and other stakeholders to understand customer needs.
• Co-facilitate workshops and working sessions to adopt design improvements.
Support communication and change management for new processes, tools and ways of working.
• Build stakeholder ownership and ensure that improvements are practical and sustainable.
• Maintain a structured stakeholder feedback mechanism and incorporate feedback into service improvements.
• stabilizing and optimizing service operations;
• improving service performance, productivity and customer experience;
• strengthening standardization, process controls and service management;
• reviewing and improving productivity and workload measurement;
• identifying opportunities for workflow optimization, automation and self-service;
• strengthening Travel knowledge management and stakeholder communications;
• identifying and applying relevant industry and shared-service best practices;
• supporting evidence-based decision-making through data and performance analysis; and establishing sustainable improvement mechanisms, tools and roadmaps that can continue after the assignment.
Main Responsibilities and Tasks:
A. Travel Service Performance and Continuous Improvement
• Review existing Travel processes and identify bottlenecks, duplication, manual activities and opportunities for simplification.
• Map priority end-to-end Travel processes and identify opportunities for standardization and optimization.
• Support the development and implementation of service improvement initiatives agreed with Travel management team and Business Performance and Modernization (BPM) Section.
• Work with travel project team in improvement pipeline, including quick wins, medium-term improvements and strategic initiatives.
• Support Travel management in monitoring implementation, risks, dependencies and benefits realization.
• Assess whether existing metrics adequately reflect the actual workload and complexity of Travel transactions.
• Analyse activities undertaken within and outside the Service Gateway, including activities that may not be visible through system-generated metrics.
• Identify opportunities to reduce manual activities, rework and unnecessary process steps.
B. Travel Knowledge Management and Stakeholder Communications
The Travel Services Transformation and Service Improvement Analyst will assess how Travel knowledge is currently created, maintained and communicated across the organization. Responsibilities will include:
• Assess the information and knowledge needs of Travel Arrangers, travellers, approving officials, administrative focal points and other stakeholders.
• Review existing Travel guidance, FAQs, process documentation, communications and user-facing materials.
• Identify inconsistencies, duplication, outdated information and knowledge gaps.
• Establish and maintain travel knowledge management practices, including content ownership, review cycles, accessibility and dissemination mechanisms.
• Support the development of user-friendly guidance, FAQs, process maps, checklists and other self-service materials.
• Identify opportunities to improve the Travel knowledge experience through digital channels and self-service.
• Work with relevant stakeholders to ensure that Travel information is accurate, consistent and aligned with applicable policy and procedures.
• Establish mechanisms for capturing recurring questions, customer feedback and emerging issues and translating these into improvements in guidance and communications.
C. Workflow Optimization, Automation and Self-Service. The Travel Services Transformation and Service Improvement Analyst will identify and support opportunities to reduce manual effort and improve the efficiency and accessibility of Travel services.
Responsibilities will include:
• Identify high-volume, repetitive and manual Travel activities suitable for simplification or automation.
• Analyze opportunities for workflow redesign before automation.
• Develop an automation and self-service opportunity pipeline.
• Work with DID/BIS and other technical stakeholders to translate business requirements into practical solutions.
• Support pilots and implementation of agreed automation or self-service initiatives.
Identify and assess suitable AI and emerging technology use cases that could improve service efficiency, user experience and self-service adoption.
• Measure the operational benefits of implemented solutions, including time saved, reduced errors, improved turnaround time and improved user experience.
• Support in expansion of Travel services and measuring performance of new Travel agency.
D. Service Management and Quality
The Travel Services Transformation and Service Improvement Analyst will support Travel Services in strengthening service management disciplines.
Responsibilities will include:
• Review existing SLA, KPI and quality management arrangements.
• Recommend, implement, and maintain balanced Travel Services performance measures and contribute data and insights to broader service performance reviews including productivity, timeliness, quality, compliance and customer experience.
• Support the development of regular service performance reporting.
• Identify recurring service issues and conduct root-cause analysis.
• Develop, implement and track corrective and preventive actions to address recurring service issues.
• Develop mechanisms for tracking service improvement actions and benefits.
• Support benchmarking against relevant shared-service and travel-industry practices.
E. Stakeholder Engagement and Change Management
The assignment requires extensive collaboration across Travel Services and the wider UNICEF organization.
• Work closely with Travel management and BPM to translate strategic priorities into actionable initiatives.
• Engage Travel Arrangers, travelers and other staff to understand operational challenges and improvement opportunities.
• Consult HQ divisions, regional offices, and other stakeholders to understand customer needs.
• Co-facilitate workshops and working sessions to adopt design improvements.
Support communication and change management for new processes, tools and ways of working.
• Build stakeholder ownership and ensure that improvements are practical and sustainable.
• Maintain a structured stakeholder feedback mechanism and incorporate feedback into service improvements.
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