Title of Assignment: Business Analyst

Name of unit/sector: Customer Experience Section

Place of Contract: WIPO Headquarters, Geneva

Expected duration of contract: From October 1, 2023 to December 31, 2023 as follows: 100%, work-from-home or onsite, per agreement with Supervisor.  Possibly renewable for a period of 3 months maximum.

1. Organizational Context 

a. Organizational Setting

In 2023, WIPO has launched a Customer Experience (CX) Transformation Program involving customers and employees to address some of the challenges WIPO customers are facing when interacting with WIPO regarding fee-earning global services (e.g. PCT, Madrid, The Hague, etc.) to protect IP across borders and resolve disputes.
The purpose of this CX Transformation Program is to ensure that WIPO continues to be well-positioned and relevant to the worldwide IP communities, through the harmonization of customer service experiences across the Organization. To do so, a number of initiatives have been prioritized to start the transformation.
The first initiative WIPO will focus on is ensuring global and cross-cutting standards for customers. This initiative covers the review of the service models across the services, standard operating procedures (SOPs), KPIs, key processes, and more.
In that context, WIPO is looking for a Business Analyst.

b. Purpose Statement

The main role of the Business Analyst is to provide business analyses i.e. recognize business problems and come up with suited solution options and develop and review business processes and operating models.  The incumbent is expected to perform duties with a high degree of independence, initiative and judgement.

c. Reporting Line

The CX Transformation is driven by a dedicated CX Transformation Program Office, initiative teams and experts. The global and cross-cutting standards initiative is led by a project executive and supported by business analysts.
The incumbent works under the supervision of a project manager.

2. Deliverables 

The global and cross-cutting standards initiative cover the following key activities:

a. Review existing and strengthen guidelines (Target completion: End of December 2023)
• Define scope and end-users with relevance of initiative
• Prioritize relevant guidelines and processes for cross-cutting harmonization
• Understand current practices of customer service team(s), considering customer perspective and sector perspective (e.g., specific for patent vs. trademark)
• Benchmark current practice with industry best practice and identify key gaps compared to best practice
• Redefine relevant guidelines, processes (potentially including customer contact recording, service request management, customer complaints and feedback management, service quality control and assurance, knowledge management and sharing, customer service KPIs/dashboard), and SOPs/SLAs, tailoring them to WIPO’s context and constraints; simplify the processes and steps for customers

b. Monitor performance and service quality (Target completion:  End of March 2024)
• Translate standardized processes into customer service personnel KPIs and integrate them within overall performance management approach
• Create a dashboard for performance monitoring and reporting
• Continuously improve the guidelines and processes to the highest standards

c. Provide training and feedback opportunities (Target completion: End of March 2024)
• Collaborate with WIPO CX Academy team to create training curricula tailored to the standards (e.g., ensuring customers receive standard greeting each time, enhanced training on soft skills)
• Provide skills training to customer service personnel

3. Duties and Responsibilities

The incumbent will perform the following principal duties:

a. Analyze and document current business processes and user journeys, identifying and filling
gaps in documentation where required.

b.Identify and propose business process-related improvements and optimizations with the aim to provide a converged customer experience.

c.Gather detailed internal and external user requirements via workshops, questionnaires, surveys, workflow storyboards, use cases, scenarios, and other methods, as necessary.

d.Perform work-flow analysis and optimization based on bottom-up analysis of existing business rules and transactions and propose enhancement solutions.

e.Liaise with business representatives, internal and external stakeholders and users to ensure
validity of inputs to business analysis tasks and to validate the results of any proposed changes.

f.Develop and document clear business requirements for process improvements, including impact analysis, functional specifications, user stories, acceptance criteria, use case diagrams, data and process flow diagrams, etc.

g.Actively collaborate with internal stakeholders to ensure business specifications are properly
understood by all stakeholders and translated into effective and coherent solution designs.

i.Assist other members of the project team in the definition and implementation of suitable
techniques to ensure rapid delivery of the required components.

j.Provide support for the preparation of periodic reports to management.

k.Perform other related duties as required.

4.Requirements 

Education (Essential)

First-level university degree in Management, Human Sciences, Information Technology or a related field.

Certification in Business Analysis or Business Process Modelling.

Education (Desirable)

Advanced university degree in Management, Human Sciences, Information Technology or a related field.

Certification in data management.

Project Management Certification.

Experience (Essential)

At least six years of experience in business analysis, creation of requirements and acceptance criteria for business process and data workflow analysis, conducting user interviews and feedback sessions.

Experience in customer experience or customer relationship management, following best practices and policies.

Experience in performing analysis and communicating the results to a varied group of
stakeholders.

Experience in design process.

Experience (Desirable)

Experience in an international environment.

Experience in international IP registration systems.

Experience with Agile.

Language (Essential)

Excellent knowledge of written and spoken English.

Language (Desirable)

Knowledge of other UN languages (Arabic, Chinese, French, Russian or Spanish).

Job Related Competencies (Essential)

Strong ability to manage tasks in an independent manner while delivering high quality deliverables on time.

Good understanding of customer service best practices

Good project management skills, including the ability to gather clear business requirements.

Strong ability to communicate on technical and general issues;

Ability to work with business process modeling software, workflow diagrams and data models.

Understanding of enterprise relational databases.

Excellent analytical, organizational and problem-solving skills.

Excellent communication and interpersonal skills and ability to maintain effective partnerships and working relations in a multicultural environment with sensitivity and respect for diversity.

5. Payment

Applicants are requested to provide an indication of their remuneration expectations in Swiss Francs (daily rate).