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Digital Experience Designer and Analyst

Requisition ID:  17429
Region:  Europe (HQ)
Contract type:  Open-ended contract

Reports to (role)


RFL Digitalisation Programme Manager

What we do


The International Committee of the Red Cross (ICRC) works worldwide to provide humanitarian assistance to people affected by conflict and armed violence. We take action in response to emergencies and at the same time promote respect for international humanitarian law. We are an independent and neutral organization, and our mandate stems essentially from the Geneva Conventions of 1949. We work closely with National Red Cross and Red Crescent Societies and with their International Federation in order to ensure a concerted, rational and rapid humanitarian response to the needs of the victims of armed conflict or any other situation of internal violence. We direct and coordinate the international activities conducted in these situations.



The Central Tracing Agency (CTA) is an integral part of the ICRC and its work today is based on 150 years of experience of restoring and maintaining contact between families, preventing people from going missing, searching for those who do and supporting people whose relative`s whereabouts remain unknown.


The CTA has developed a five-year Transformation Program for the period 2020-2025, around its three main roles: Service Provision, Advisory and Data Orchestration, and contains six work streams.


The CTA Digitalization Program is one of these work streams and consists of six interconnected and interrelated projects. The aim is to increase the digital proximity of CTA services to those affected by separation and disappearance, automating the search process and ensuring all those working on the issue can manage and share related data.


As part of this Program, the Digital Experience Designer and Analyst is required to design, analyse, monitor and regularly improve the overall experience of the affected population’s interaction with the CTA on one side, and the usability of these solutions for the practitioners on the other. 



As the CTA is expanding the delivery of its services digitally, providing great usability (user experience - UX) for our solutions require a special attention. This is very important for the applications used by the ICRC users and our partners worldwide. However, this is paramount for the affected persons who will be interacting with us (or our partners) digitally and will be using directly our digital services


Digital Services need to permanently adapt to the user needs and improve their usability. It requires working closely with all the projects and solutions throughout their lifecycle: understanding the users’ needs, collecting feedback, setting-up indicators, monitoring use, performing analysis, and regularly proposing improvements. Other aspects of this role are to look at the coherence across the different services for uniformed experience of the affected population.

Accountabilities & Functional responsibilities


  • Defining and improving a holistic user experience approach for the CTA Digitalization program
  • Planning and leading workshops with stakeholders, performing user interviews and other collection methods such as surveys, to:
    - ensure a good understanding of the users and their context of use: identify the personas, their needs, motivations, preferences and working conditions;
    - gather stakeholder requirements using techniques to break down barriers, communicate better and generate new ideas.
  • Planning and leading user research with methodologies including user tests, in-depth interviews, focus groups, ethnographic field studies and surveys.
  • Appling the insights of this research into relevant documentation and using this information to drive concrete business decisions with the corresponding stakeholders
  • Act as the user advocate and drive user centricity throughout the different project phases. Continuously find ways to gather, incorporate and measure user feedback
  • Setup up and measure performance metrics and key indicators
  • Ensure the digital experience strategy is aligned with the CTA transformation strategy and objectives, internal AAP framework and Experience department
  • Draft usability and experience test scenarios, perform the tests, analyse and present the results
  • Ability to map out processes, design wireframes and low fidelity mock-ups to visualise services, processes and user experiences
  • Working with external partners who will deliver the final visual designs and ensure quality and coherence with the business expectations

Accountabilites and Responsabilities


Particular attention will be required to cater for the experience of the affected persons:

  • Capture the affected persons (AP) profiles and map AP journeys to identify the gaps in AP overall experience in all the interactions with the ICRC, from the initial touchpoint, through various engagements and throughout all the stages of service delivery.
  • Develop means, methods and tools to best collect feedback from the AP, by taking into consideration the humanitarian contexts and the vulnerability of the AP
  • Track, analyse, and prepare reports on the AP experience across all the different touchpoints, services, channels (be it remotely or face-to-face), and devices.
  • Based on the insights obtained, identify AP needs, propose designs and suggest improvements to build and maintain a positive experience

People management responsibilities





  • Internally, interacts with the project and application managers, the program manager, the program sponsor, the business line managers, change managers, and stakeholders impacted by the project (directly or through an interdependency). Also interacts with the Information and Communication Technologies Division – the Experience Design team, including but not only IT Project Manager, the Business Relationship Manager, and the project/program team.
  • Particularly, works very closely with the Project Manager, Business Analyst and Business Process Manager to ensure coherence of deliverables, full scope coverage and leverage and integration with existing deliverables (business requirements, process and data models).  
  • Externally, interacts with suppliers, and stakeholders such as the affected persons, as well as organisations, practitioners and associations working in the domain.

Certifications / Education required


  • University degree (Bachelor’s or higher) in multimedia, graphic design or communication, or professional diploma in digital design/visual communication;
  • Certification in design, user experience design or similar
  • Fluent command of English; other languages, such as French, Arabic or Spanish, an asset.

Professional Experience required


  • Typically at least 10 years’ professional experience in the field of design, including 5–7 years in digital design;
  • Proven expertise in interacting and engaging with final users;
  • Experience in the design and deployment of online services (websites, applications).
  • Minimum 3 years of experience in a customer experience, user experience design role
  • Sound knowledge of a design-thinking approach and human-centric design methodologies;

Desired profile and skills


  • Strongly motivated by humanitarian work
  • Knowledge of industry tools such as Sketch, InVision, Figma
  • Project management or agile methodology experience desirable.
  • ICRC exposure and/or humanitarian experience in the field an asset.
  • Able to work under pressure
  • Strong team player, with strong communication and collaboration skills

Additional information


  • Type of contratct: Open ended
  • Working rate: 100%
  • Starting date: ASAP
  • Location: HQ - Geneva
  • Application deadline: 26.09.2021
  • Documents required: in addition to the usual documents (CV, cover letter etc), please add in your CV a link to your portofolio or upload it in your profile (under other documents)


The ICRC values diversity and is committed to create an inclusive working environment. We welcome applications from all qualified candidates.