Knowledge Management Senior Associate - Service Design (Retainer)

Jakarta

  • Organization: UNOPS - United Nations Office for Project Services
  • Location: Jakarta
  • Grade: Administrative support - LICA-7, Local Individual Contractors Agreement
  • Occupational Groups:
    • Administrative support
    • Education, Learning and Training
    • Documentation and Information Management
  • Closing Date: 2025-09-14

Job categories Communications
Vacancy code VA/2025/B5502/30689
Department/office APR, EAPMCO, Indonesia
Duty station Jakarta, Indonesia
Contract type Local ICA Support
Contract level LICA-7
Duration 6 months with a possibility of extension
Application period 08-Sep-2025 to 14-Sep-2025
Applications to vacancies must be received before midnight Copenhagen time (CET) on the closing date of the announcement.

Functional Responsibilities

Summary of functions:

  1. Service and User Experience Design

  2. Research and Insights

  3. Prototyping and Testing

  4. Stakeholder Engagement and Collaboration

  5. Knowledge Sharing and Capacity Development

Service and User Experience Design

  • Support the team in designing and improving user experiences across services, ensuring a comprehensive approach to the entire journey a user takes when interacting with a product or service.

  • Provide technical input and guidance to support the development of service blueprints, user journey maps, and user experience flows.

  • Contribute to aligning service design outputs with organizational objectives, user needs, and accessibility standards.

  • Support in documenting design processes, guidelines, and frameworks to ensure consistency in service delivery.
Research and Insights

  • Conduct design research which includes desk review, interviews, and observations to understand user needs, behaviors, and pain points.

  • Collect, analyze, and synthesize qualitative and/or quantitative data to provide actionable insights for improving services.

  • Contribute to the creation of research reports, insight decks, and presentations for internal and external stakeholders.
Prototyping and Testing

  • Support in developing prototypes, mock-ups, and wireframes to visualize design concepts.

  • Assist in organizing and facilitating usability testing sessions, workshops, and co-creation activities.

  • Gather and document user feedback during testing and propose improvements.

  • Contribute to refining and iterating service design outputs based on testing results.

Stakeholder Engagement and Collaboration

  • Assist in engaging with internal teams, beneficiaries, and partners to gather input and validate service design solutions.

  • Support facilitation of design workshops, ideation sessions, and stakeholder consultations.

  • Assist in preparing visual and written materials to communicate design concepts to non-technical stakeholders.

  • Ensure that diverse voices and perspectives are considered in the design process, including those of marginalized or underrepresented groups.
Knowledge Sharing and Capacity Development

  • Support in documenting and sharing service design best practices, tools, and lessons learned with colleagues and partners.

  • Assist in organizing training sessions or briefings to build awareness of human-centered design methods.

  • Contribute to the development of internal resources (e.g., toolkits, templates, guides) for continuous learning and capacity building.

  • Provide inputs to communities of practice and internal networks to foster knowledge exchange and collaboration.
Impact of Results
The effective and successful execution of duties by the Knowledge Management Senior Associate - Service Design will strengthen UNGP-AP’s ability to design and deliver user-centered, inclusive, and accessible services. The role will contribute to enhanced user satisfaction, improved service efficiency, and innovation in project delivery.

Education/Experience/Language requirements

Education:

  • Secondary education or a high school diploma is required.

  • Technical/Professional License or Diploma, First university degree or higher degrees in Social Research, Engineering, Design, Communications, Business or relevant fields would be an asset and may substitute some of the required years of experience.


Experience: 

  • A minimum of seven (7)  years with a high school diploma or three (3) years with bachelor, or one (1) year with master’s in areas such as  social research, qualitative research, project management, communications strategy, development or humanitarian sectors, human centered design, user experience, or communications strategy, or other related fields is required.

  • Experience in research and data analysis is an asset. 

  • Experience in service and user experience design, prototyping, testing, or a related field is an asset. 

  • Computer literacy and skills (MS Word, Excel, and Power Point, Google Workspace, etc.) is required

  • Prior experience with the UN system or an international NGO is desired


Language:

  • Full working knowledge of English is required.

  • Knowledge of another official UNOPS language is an asset.
We do our best to provide you the most accurate info, but closing dates may be wrong on our site. Please check on the recruiting organization's page for the exact info. Candidates are responsible for complying with deadlines and are encouraged to submit applications well ahead.
Before applying, please make sure that you have read the requirements for the position and that you qualify.
Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.
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