Travel Services Transformation and Service Improvement Analyst

Host entity: UNICEF

Volunteer type: International

Areas of expertise: Information technology and telecommunications, Administration, Volunteer management and advocacy

Application deadline: 25/10/2026

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.

Assignment 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.

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.

Skills and experience

• Professional experience in Travel operations or travel management;

Other desired/mandatory required technical knowledge:
• Excellent oral and written skills; excellent drafting, formulation, reporting skills;
• Accuracy and professionalism in document production and editing;
• Excellent interpersonal skills; culturally and socially sensitive; ability to work inclusively and collaboratively with a range of partners;
• Ability to work and adapt professionally and effectively in a challenging environment; ability to work effectively in a multicultural team of international and national personnel;
• Solid overall computer literacy, including proficiency in various MS Office applications (Excel, Word, etc.) and email/internet; familiarity with database management; and office technology equipment; Share Point and webpage management;
• Self-motivated, ability to work with minimum supervision; ability to work with tight deadlines;
• Sound security awareness;
• Successful experience in project management, knowledge management, process improvement, workflow optimization, service improvement, performance monitoring, change management, self-service enablement, continous improvement and design are assets.

Competencies and values

UNICEF’s Core Values of Care, Respect, Integrity, Trust and Accountability and Sustainability (CRITAS)
The UNICEF competencies required for this post are…
(1) Builds and maintains partnerships
(2) Demonstrates self-awareness and ethical awareness
(3) Drive to achieve results for impact
(4) Innovates and embraces change
(5) Manages ambiguity and complexity
(6) Thinks and acts strategically
(7) Works collaboratively with others
(8) Nurtures, leads and manages people

Living conditions

Budapest, Hungary offers a safe, welcoming, and vibrant living environment for staff at UNICEF GSSC. The city is well-connected with major European and international destinations via regular air travel. It enjoys a temperate climate with four distinct seasons. Accommodation is widely available and varies in style and cost, with modern utilities, reliable electricity, and clean water. The cost of living is moderate, and there is a wide range of food and entertainment options. High-quality healthcare, banking, and communications infrastructure are readily accessible. Working at GSSC offers a rewarding experience in a culturally rich setting, requiring adaptability and a global mindset.

You can check full entitlements at the duty station at https://app.unv.org/calculator.

Please note that the amounts can vary according to fluctuations of the monthly post adjustment.

Monthly Living Allowance (Per month): USD 3118.83
Entry lump sum (one-time payment): USD 3500
Exit allowance (for each month served, paid on completion of contract): USD 225
Family allowance: $250 per month for one dependent. $450 per month for two or more dependents
Medical and life insurance: Cigna Private Insurance

Leave entitlements:
Annual leave: 2.5 days accrued per calendar month
Certified sick leave: UN Volunteers are entitled to up to 30 days of certified sick leave based on a 12-month cycle. This amount is reset every 12-month cycle.
Uncertified sick leave: 7 days for 12 months and 4 days for shorter assignments
Learning leave: 10 working days per consecutive 12 months (shorter assignments are prorated)
Maternity Leave: 16 weeks / Paternity Leave: 4 weeks
For more information on entitlements please read the Condition of Service (https://explore.unv.org/cos).

Full eligibility requirements, conditions of service and application instructions are available on the official UNV platform.