Digital Engagement Service Coordinator & Specialist

We are looking for a Service Coordinator who likes to support humanitarian partners with successfully implementing products & services. This position is focused on our Digital Community & Engagement portfolio and in particular projects that involve Digital Engagement Hub (DEH).

DEH is a suite of digital engagement products and services – the Digital Engagement Hub – creates new possibilities for easy and direct communication between Red Cross and people affected, and provides valuable (meta)insights that contribute to improved programs and services. The Digital Engagement Hub (DEH) consists of various products to facilitate one- and two-way communication. They serve a wide range of use cases in the humanitarian field in various countries (on the roadmap are countries in central Asia, Africa, Latin America and Africa). Some of these are still in the piloting phase, whereas others are already being replicated. Within these projects, 510 supports the engagement and onboarding of the client; the development and iteration; and the training, launch and hand-over. DEH is developed in direct collaboration with IFRC, 510 supports National Societies in facilitating their engagement with people affected (as well as other groups that would like to interact with the Red Cross).

Digital Engagement Service Coordinator & Specialist (32-40 hours/week)

Location: The Hague, Netherlands

510 is the data & digital initiative of the Netherlands Red Cross. 510 improves humanitarian action by developing data and digital solutions for our partners. 510 is part of the International Assistance division in the Netherlands Red Cross (NLRC). Since its founding in 2016, 510 has grown into a team of 60 core and project staff, students and volunteer experts. Our partners are Red Cross and Red Crescent National Societies, the International Federation of the Red Cross and Red Crescent Societies (IFRC) and the International Committee Of the Red Cross (ICRC). Our services include Digital Transformation and Information Management, major products focus on Cash Aid, Anticipatory Action and Digital Community Engagement.

As a member of 510’s data team you will support humanitarian partners to identify business needs and support the implementation of digital engagement products and services. Your responsibility involves transforming user-centered design into specific development requirements for the Implementation Team. This entails defining design automation, integration, technical structure, and environments in collaboration with the Software Development Team. Additionally, you will lead acceptance testing for the created software. As an essential member of the DEH Product development core team, you will work closely with the DEH Product Manager, Software Development Team, and Design Lead.

You will play a vital role in establishing a robust and forward-looking data architecture that supports the digital engagement products scale up. You will be working in a multi-disciplinary team, consisting of data and information analysts, strategic product designer and technical project coordinator. In addition, you will work directly with Red Cross National Societies of various countries. The position requires on-site work in our The Hague office and occasional travel.

We value diversity — in backgrounds and experiences. We need people from all backgrounds to help build the future of data & digital in the humanitarian sector. All of our team member’s points of view are key to our success!

In the first year, these will be the roles & responsibilities:

Within 3 months

• Understand the data needs and challenges of the humanitarian partner and translate them into digital engagement data and digital product requirements.
• Work with decision-makers to ensure these products meet their business needs
• Ensure data from the products is accurate and reliable to support informed decision-making.
• Identify opportunities to improve data products and services to better aligns with the business needs.
• Maintain a full overview of existing products and services that can be used to support partners with digital engagement
• Understands the data architecture behind the products & services by using deh standards.
• Allocate Data & Information Management capacity within the DEH projects.

Within 6 months

• Simplify the onboarding process of new humanitarian partners to use our data and digital product(s).
• Understand how we can provide the most added value to the partners.
• Have technical level discussions with consortium partners to identify suitable DEH products & services, Consider factors such as scalability, compatibility, and ease of use.
• Develop standard data models, mapping, data pipelines and dashboards for consistent data quality and highly accurate monitoring, with support of a data engineer.
• Identify timely new opportunities with the partner and initiate proposal process.
• Prepare opportunity decision matrix to prepare go-no-go for future projects.
• Support proposal coordinator with scoping phases, activities and budget.
• Document the evolving data architecture and design decisions, maintaining clear and organized documentation that aids in knowledge sharing, troubleshooting, and future enhancements.

Within 12 months

• Foster and build a strong relationship with key technical stakeholders, to ensure integration of deh into projects, products and processes.
• Able to represent 510’s portfolios to partners
• Contribute to long-term data strategies by embedding our support in strategic and operational plans of the partner.
• Help implement the the Data Platform guidelines and procedures.
• Inform and coach people in using data management structures for digital engagement products and services
• Monitor and optimize the data architecture performance (eg. pipelines) and inform data engineers to fix the pipelines.
• Be a focal point for Data Owners and Data Users who have questions about the use of the data platform for digital engagement
• Stay up to date with technological innovation and research that can bring added value to the data management of the NLRC.

What do you bring?

• 3-5 years' experience in supporting humanitarian partners to implement digital engagement products and services
• Track record of creating data architecture documentation
• Experience with agile project management techniques
• Have worked in complex stakeholder dynamics
• Great communication skills (English)
• Willingness to travel (short missions of 1-2 weeks)
• Strong understanding of humanitarian operations and business

Please note that you need to have a work and residence permit for the Netherlands

Your talents

You have excellent client-focus, are persuasive, creative, and a great presenter and listener. You're analytical, adaptable, and a strong collaborator. With strategic insight and a results-oriented approach, you excel in this service-oriented role.

Bonus points

• Arabic or Spanish working proficiency
• Active network within Red Cross Red Crescent Movement
• Digital community engagement experience
• Software development experience
• Human centered design or design thinking experience

What we offer

An interesting job with a unique organization and an innovative team. The organization has an immense international network and a significant impact in the humanitarian sector.

We offer a flexible and social working environment with room for initiative and personal development. A contract for a year with the possibility to extend. The salary is set in scale 11 and dependent upon education and relevant professional experience (min. € 3.650,42 and max. € 4.746,42 gross based on fulltime position).

Our office is in the Hague, walking distance from the Laan van NOI station. Based on our re-work concept you work partly from home and partly from the office. We regularly meet colleagues on the workfloor but also online via Teams to discuss cross functional issues and to stay connected to each other and our networks.

How do you apply?

Please send your resume in English and letter of motivation with reference to Shelly Jonker before 2 October 2023 through the apply button: https://werkenbijhetrodekruis.inhroffice.com/nl/job/288481/apply.

For more information about the position, you can contact Marijke Panis at mpanis@redcross.nl (data team lead).

Please note that an integrity background check and an assessment are part of the selection process.

For more information of the work of the Netherlands Red Cross please go to www.rodekruis.nl and NLRC on Facebook: Facebook.com/rodekruis and Twitter: Twitter.com/rodekruis

NLRC does not accept third party mediation or acquisition for this vacancy.