Service Design Advisor Consultant, GSSC, Business Performance & Modernization (BPM)

The Service Design Advisor Consultant will support the maturation and optimization of new services within UNICEF's Global Shared Services Centre by stabilizing operations, improving client experience, and embedding industry best practices. The role involves working within service teams to deliver practical improvements and sustainable capabilities.

Responsibilities

• Stabilize and optimize service operations within UNICEF's Global Shared Services Centre.
• Improve client experience and service quality across priority service areas.
• 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.
• Work embedded within service teams and report to relevant service lines to implement specific service improvements, business processes, tools, standards, and client-facing enhancements.

Requirements

• Advanced university degree (Master's or equivalent) in Design, Business Administration, Public Administration, Organizational Development, Management, Industrial Engineering, Human-Centred Design, Information Systems, or a related field.
• A first-level university degree (Bachelor's or equivalent) in a relevant field may be accepted in lieu of an advanced degree, provided the candidate has an additional two years of qualifying professional experience.
• At least seven years of relevant experience in service design, transformation, advisory, or operational excellence; nine years with a Bachelor’s degree.
• Proven experience in Shared Services or Global Business Services benchmarking, senior advisory, and external stakeholder engagement.
• Experience supporting service-design workshops and translating evidence into recommendations, plans, and executive products.
• Experience in an international organization, public sector, or complex global environment is desirable.
• Management consulting experience is considered an asset.
• Fluency in English is required.
• Strong knowledge of service design, customer experience, service management, and process improvement.
• Excellent research, benchmarking, analytical, and systems-thinking skills.
• Strong facilitation, stakeholder engagement, influencing, and executive communication skills.
• Sound judgement and ability to provide practical advice and work effectively in multidisciplinary teams.

Skills

• Service Design
• Business Transformation Projects
• Operational Excellence
• Shared Services Benchmarking
• Global Business Services
• Stakeholder Engagement
• Service-Design Workshops
• Customer Experience
• Service Management
• Process Improvement
• Research
• Benchmarking
• Analytical Skills
• Systems Thinking
• Facilitation
• Executive Communications
• Management Consulting
• Practical Advisory
• Multidisciplinary Team Collaboration

Languages

English