User Experience Consultant

Job Posting Organization:
The organization is the United Nations Relief and Works Agency for Palestine Refugees in the Near East (UNRWA), which was established in 194

• UNRWA's mission is to provide assistance and protection to Palestine refugees and to work towards their human development. The agency operates in five fields: Jordan, Lebanon, Syria, the West Bank, and the Gaza Strip, employing over 30,000 staff members. UNRWA is committed to promoting the rights and well-being of Palestine refugees and ensuring their access to essential services such as education, healthcare, and social services.

Job Overview:
The User Experience Consultant will play a crucial role in enhancing the user experience for UNRWA's fundraising initiatives. This position involves analyzing user journeys, designing wireframes and prototypes, and ensuring that the user experience is consistent across various platforms and devices. The consultant will be expected to work 22 days per month, primarily from Sunday to Thursday, during regular office hours in Amman, unless otherwise agreed. The consultancy is expected to last for 8 months, with the possibility of extension based on need and budget availability. The consultant will also be required to travel to UNRWA Headquarters in Amman for one week every three months if working remotely.

Duties and Responsibilities:

• User experience strategy and journey design: Analyze and document end-to-end user journeys across key fundraising flows, including one-time and recurring donations, Zakat, Ramadan campaigns, and donor account management. Translate fundraising requirements into clear UX principles and design user flows, wireframes, and prototypes that balance conversion and engagement objectives with usability, clarity, and trust. Ensure a consistent user experience across platforms, markets, devices, and languages, including right to left. Facilitate focus groups with priority donor segments, including Arabic-speaking audiences, and synthesize findings into prioritized recommendations.
• Interface design and design systems: Design high-quality UI components aligned with UNRWA brand guidelines and accessibility standards. Contribute to and maintain a scalable design system in collaboration with developers and external agencies. Define and document reusable components, patterns, and interaction standards for fundraising journeys. Ensure visual and interaction consistency across Drupal templates, forms, and campaign pages.
• Accessibility, usability, and compliance: Ensure designs meet WCAG 2.2 accessibility standards, focusing on contrast, readability, and form usability. Identify usability risks related to accessibility, localization, or regulatory requirements and propose mitigation options. Support usability testing, QA testing, and validation of live and pre-launch journeys. Document accessibility and UX decisions for internal reference and audit purposes.
• Conversion optimization and performance support: Collaborate with fundraising and analytics teams to identify UX-related conversion issues and opportunities. Propose and design UX improvements informed by data, testing, and user feedback. Support A/B testing initiatives by designing test variants and documenting hypotheses. Balance optimization initiatives with technical feasibility and delivery timelines.
• Collaboration with delivery partners: Work closely with internal stakeholders and external agencies to translate designs into production-ready solutions. Review and validate front-end implementations to ensure fidelity to approved designs. Provide clear UX and UI guidance to developers, including specifications and acceptance criteria. Act as a UX quality gatekeeper within the delivery process.
• Documentation, reporting, and team support: Produce clear UX documentation, including journey maps, wireframes, prototypes, and design rationale. Contribute to internal knowledge sharing and capacity building on UX best practices. Undertake other UX-related tasks and special projects in support of the Private Sector Partnerships team.
• Other Duties: Undertake other duties and special projects to support the Private Partnerships team.

Required Qualifications:
MINIMUM QUALIFICATIONS AND EXPERIENCE: Advanced university degree (Master’s or equivalent) in design, human-computer interaction, digital media, or a related discipline. Minimum two years of relevant professional experience in UI/UX design for complex digital platforms. Demonstrated experience designing high-conversion transactional journeys, preferably in fundraising, e-commerce, or membership contexts. Strong experience with wireframing and prototyping tools (e.g., Figma or equivalent). Experience working with developers and within CMS-driven environments, ideally Drupal and Webflow. Proven understanding of accessibility standards and inclusive design principles. DESIRABLE QUALIFICATIONS: Experience in international, multilingual, or multicultural digital environments. Experience working with or for non-profit or UN system organizations. Familiarity with analytics-informed UX optimization. Experience designing Arabic and RTL interfaces. Knowledge of digital fundraising or donor journeys. Knowledge of Arabic-speaking audiences and culturally relevant engagement habits.

Educational Background:
An advanced university degree (Master’s or equivalent) in design, human-computer interaction, digital media, or a related discipline is required for this position. This educational background is essential to ensure that the consultant possesses the necessary theoretical knowledge and practical skills to effectively contribute to the user experience design process.

Experience:
The position requires a minimum of two years of relevant professional experience in UI/UX design for complex digital platforms. This experience should include demonstrated success in designing high-conversion transactional journeys, preferably in contexts such as fundraising, e-commerce, or membership. The consultant should also have strong experience with wireframing and prototyping tools, as well as experience working with developers in CMS-driven environments.

Languages:
The consultant must have an excellent command of spoken and written English. Proficiency in Arabic is considered a plus, as it will enhance the consultant's ability to engage with Arabic-speaking audiences and contribute to culturally relevant design solutions.

Additional Notes:
The expected start date for this consultancy is as soon as possible. The consultancy is equivalent to P2 level, with a rate of $246.99 per day. It is important to note that the United Nations does not charge a fee at any stage of the recruitment process, including application, interview, or training. Additionally, the United Nations does not concern itself with information on applicants’ bank accounts.