Digital Transformation Lead, Reg. CST

Role Overview

This position focuses on bridging field operations and digital product development for beneficiary-facing systems, particularly those handling registration, identity management, and assistance delivery. Day-to-day work involves facilitating discovery sessions, mapping current processes, and translating user needs into actionable requirements for product and engineering teams. The role is critical because it ensures that next-generation digital tools are not only technically sound but genuinely fit the realities of country offices, partners, and the people they serve.

Key Responsibilities

• Lead discovery, business process analysis, and service design activities for beneficiary registration and assistance-delivery platforms, from initial consultation through validation and rollout.
• Conduct structured interviews, workshops, and user research with internal teams, cooperating partners, and government counterparts to identify needs, behaviours, and pain points.
• Document current-state workflows and support the creation of future-state process maps, service blueprints, and prioritised requirement backlogs that are aligned with business and technical stakeholders.
• Turn discovery outputs into practical documents and tools, including research summaries, feasibility inputs, dependency logs, backlog items, and comprehensive handover packs for design and development teams.
• Act as a central analyst for field-generated insights, consolidating inputs from regional and country offices and converting them into clear requirements for product, design, and support teams without bypassing established coordination channels.
• Support deployment and adoption efforts for new beneficiary and assistance-delivery solutions by preparing readiness materials, assessing change impacts, drafting training content, and following up on post-launch issues.
• Contribute to corporate digital capability assessments by consolidating gaps identified across regions and translating them into evidence-based recommendations for solution evolution and prioritisation.
• Monitor risks, dependencies, and blockers related to system performance, data quality, transition planning, and user adoption, and escalate them through proper governance frameworks.
• Promote adherence to data governance, security, and privacy standards by documenting concerns and referring them to the appropriate corporate teams for resolution.
• Establish and sustain structured feedback loops among field teams, support functions, product owners, and business leaders so that lessons learned directly inform system improvements and future rollout plans.

Requirements & Qualifications

• Advanced university degree in business administration, information systems, computer science, human-computer interaction, service design, or a related field; alternatively, a first degree combined with substantial relevant work experience.
• At least five years of progressively responsible experience in digital transformation, beneficiary management systems, cash-based assistance, business analysis, change management, or digital solution adoption in humanitarian or development contexts.
• Hands-on experience supporting country offices through the full lifecycle of digital system planning, deployment, and continuous improvement, including coordination among programme teams, technology teams, partners, and field users.
• Proven track record in discovery research, service design, user research, business process modelling, requirements analysis, or solution testing for complex digital initiatives.
• Strong practical knowledge of human-centred design, agile or iterative delivery, workshop facilitation, process mapping, and the documentation of user stories, use cases, and test plans.
• Ability to work confidently with data analysis tools, dashboards, collaboration platforms, and process-mapping software in multidisciplinary team environments.
• Excellent presentation and communication skills, with the ability to explain technical concepts in plain language and adapt communication to diverse audiences.
• Strong organisational skills, attention to detail, sound judgement, and the capacity to manage multiple priorities and meet tight deadlines under pressure.
• Demonstrated professional maturity, initiative, and the ability to interact effectively with people from different cultural and national backgrounds.
• Fluency in written and spoken English is required; working knowledge of another official UN language or Portuguese is a plus.