Digital Transformation Lead, Reg. CST at World Food Programme (WFP)

SCOPE:

• The assignment covers beneficiary and assistance-delivery digital solutions, including registration, the beneficiary registry, enterprise deduplication and assistance delivery. It has two main areas of work: first, understanding Country Office priorities, constraints, user needs, journeys and CSP digital gaps, and turning them into process maps, service blueprints and a prioritised requirements backlog; second, supporting readiness, engagement, training, feedback and continuous improvement so next-generation solutions are deployed, used and improved in line with field needs.

ACCOUNTABILITIES/RESPONSIBILITIES:

• Facilitate discovery, business process analysis and service design for registration, beneficiary registry and assistance-delivery solutions, supporting TECD design, rollout and validation.
• Engage WFP, partner and government counterparts through consultations, workshops and user research to validate needs, priorities, behaviours and pain points.
• Document current-state processes and support future-state maps, service blueprints and prioritised requirements, reviewed with business counterparts and TECD teams.
• Turn discovery outputs into actionable artefacts, including research findings, process insights, feasibility inputs, dependencies, backlog items and handover materials.
• Serve as TECD’s business-analysis and field-insight focal point, consolidating needs raised through Regional BTOs and business counterparts and translating them into structured inputs for support, product/design and development teams, without replacing established support or regional engagement channels.
• Support beneficiary and assistance-delivery rollout, transition planning and adoption activities for next-generation DBTP solutions in coordination with Regional BTOs and business teams, providing tools, materials, readiness inputs, change impacts and follow-up analysis while regional teams retain their country-facing coordination role.
• Contribute to CSP digital enablement analysis by consolidating digital capability gaps identified with Regional BTOs and Country Offices and translating them into evidence-based inputs for corporate solution evolution and prioritisation.
• Identify and escalate risks, dependencies and blockers affecting beneficiary and assistance-delivery solutions, including continuity, performance, adoption, data quality and transition planning, through agreed WFP governance and support channels rather than managing incidents directly.
• Promote alignment with corporate systems, support models, data governance, information security, data protection and privacy requirements by identifying issues, documenting implications and referring them to the responsible corporate teams for decision or action.
• Facilitate structured feedback loops across Country Offices, Regional BTOs, TECD, product, support and business teams to inform enhancements, rollout planning and support arrangements, ensuring feedback is channelled through the appropriate regional and corporate mechanisms.
• Contribute to UN80-related beneficiary and assistance-delivery activities within TECD’s mandate and this assignment’s scope.

QUALIFICATIONS & EXPERIENCE REQUIRED:
Education:

• Advanced university degree in Business Administration, Operations Management, Information Systems, Computer Science, Human-Computer Interaction, Service Design, Programme Management or another relevant field; or first university degree with additional years of related work experience and/or training.

Experience:

• At least five years of progressively responsible experience in business transformation, digital assistance services, beneficiary management systems, operational technology support, business analysis, change management or digital solution adoption in humanitarian or development contexts.
• Experience supporting Country Offices in the design, planning, deployment and continuous improvement of digital solutions, including coordination between programme teams, technology teams, support functions, cooperating partners and field users.
• Experience contributing to discovery, service design, user research, business process modelling, requirements analysis, solution testing or process improvement for complex digital initiatives; exposure to registration, beneficiary registry, assistance delivery, cash-based transfer or case-management systems.

Knowledge & Skills:

• Strong understanding of business transformation, business needs assessment, stakeholder engagement, demand management, change management, operational support models and digital solution adoption in field operations.
• Good knowledge of discovery methods, human-centred design, service design, business process analysis, user research, workshop facilitation, process modelling and agile or iterative delivery approaches.
• Practical experience with requirements documentation, user stories, use cases, test plans, data analysis, dashboards, collaboration tools, process-mapping tools and multidisciplinary delivery environments.
• Strong analytical, coordination, risk-management and stakeholder-management skills, with familiarity with data protection, privacy-by-design and responsible use of beneficiary data considered an asset.

Competencies:

• Excellent communication and presentation skills;
• Organized and detail oriented with strong judgement/decision-making skills;
• 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 interact positively with people of different national and cultural backgrounds.

Languages:

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