Job Openings at World Vision Kenya

JOBS IN KENYA, NGO JOBS,

Digital Consultant

Scope

The consultant will work closely with the ICT & Digital team, Program Effectiveness & Impact (PEI), safeguarding, and operations teams. The scope of work will include, but not be limited to, the following areas:

Community Feedback Mechanism Design

• Design an end‑to‑end feedback and case management cycle that intelligently differentiates between:
  • General feedback and complaints
  • Sensitive data protection issues
  • Disaster and emergency‑related alerts
  • Child protection concerns, including safeguarding incidents
• Define user roles and responsibilities, including Controllers (first‑line responders) and Issue Handlers, with special escalation rules for sensitive cases.
  • Ensure the system embeds privacy‑by‑design and security‑by‑design principles, including data masking, role‑based access, controlled visibility, audit trails, and secure data storage.
  • Ensure full alignment with WVK data protection policies, safeguarding frameworks, and non‑retaliation requirements.3.2 Intelligent Case Categorization and Routing
  • Configure intelligent rules to classify feedback based on risk and sensitivity, including:
    • Data protection and privacy breaches
    • Disaster management and early‑warning related inputs
    • Child protection and safeguarding issues
  • Define a rules engine that enables automated prioritization, restricted access, and accelerated escalation workflows for high‑risk cases.
  • Ensure child protection and safeguarding cases are:
    • Automatically flagged as sensitive
    • Restricted to authorized safeguarding focal persons
    • Routed according to WVK child safeguarding SOPs without exposing data to unauthorized users.
  • Configure a digital Beneficiary Feedback System (BFS) aligned to the approved system design.
  • Enable two‑way communication where feedback can be initiated by beneficiaries or WVK.
  • Configure feedback classification (e.g. complaint, compliment, suggestion) and prioritization (serious vs non‑serious).
  • Automatically route reported issues to the appropriate Area Program based on geographic proximity and geo-point data captured at the point of submission.
  • Implement workflow logic to:
    • Assign and lock issues to specific handlers
    • Escalate unresolved, disaster‑related, child protection, or data protection cases automatically
    • Send acknowledgements, reminders, and closure notifications to beneficiaries in an appropriate and safe manner.
• Incorporate an Early Feedback Mechanism (EFM) to capture low-risk or emerging concerns for rapid response and trend analysis before escalation into formal cases.

System Configuration and Deployment

• Configure a digital Beneficiary Feedback System (BFS) aligned to the approved system design.
• Enable two‑way communication where feedback can be initiated by beneficiaries or WVK.
• Configure feedback classification (e.g. complaint, compliment, suggestion) and prioritization (serious vs non‑serious).
• Implement workflow logic to:
  • Assign and lock issues to specific handlers
  • Escalate unresolved or serious cases
  • Send acknowledgements, reminders, and closure notifications to beneficiaries

Functional Requirements Implementation

The system should operationalize the following functional capabilities:

Beneficiary Interface

• Open feedback sessions via SMS/USSD by responding to a dedicated number.
• Submit complaints or feedback using guided menu or free‑text options.

Controller Function

• Serve as the first line of response.
• Review, categorize, and prioritize incoming feedback.
• Forward feedback to the relevant Area Program, department, or directorate.
• Share approved responses back to beneficiaries.
• Ensure responses adhere to approved messaging, safeguarding, and non-retaliation standards prior to submission to beneficiaries.

Issue Handling Function

• Take ownership of assigned issues and lead investigation to completion.
• Reassign issues where necessary through system workflows.
• Draft resolution responses for submission back to the Controller.
• Ensure documented resolution actions and evidence are captured in the system prior to case closure.

System‑Level Functions

• Automated acknowledgements upon receipt of feedback.
• Reminder alerts where actions are pending.
• Ordering and tracking of unresolved and aging issues.
• Issue locking to prevent duplication of handling.

Communication Channels

The consultant will ensure the system supports or pilots appropriate communication channels, including:

• Two‑way SMS (primary and preferred channel)
• WhatsApp chatbot (where feasible)
• USSD (where feasible)
• IVR or toll‑free options (future‑ready design)

 Integration, Reporting, and Analytics

• Configure dashboards for Controllers and management showing:
  • Volume and types of feedback
  • Status of cases (open, in progress, closed)
  • Response and resolution timelines
• Enable periodic and ad‑hoc reporting.
• Support integration or periodic push of closed cases data to SMAP or other designated WVK systems.
• Enable post‑closure beneficiary satisfaction surveys.

Piloting, Refinement, and Handover

• Support piloting of the BFS in selected programs or locations.
• Gather feedback from users and communities and refine the system accordingly.
• Develop SOPs, user manuals, and technical documentation.
• Provide structured handover of the system and all its documentation.

Deliverables

The consultant will be expected to deliver:

• CFM/BFS System Design Document (architecture, workflows, roles, safeguards).
• Fully Configured and Operational BFS Pilot System.
• End‑to‑End Feedback and Complaints Workflow Documentation.
• Controller and Management Dashboards.
• Standard Operating Procedures (SOPs) and User Guides.
• System Handover and Sustainability Note for the incoming ICT4D role.
• Final Consultancy Report summarizing activities, outcomes, lessons learned, and recommendations.

Expected level of Engagement and output

• The consultancy will be managed by the ICT & Digital Function.
• The consultant will work closely with Program Effectiveness & Impact (PEI), safeguarding, and operations teams.
• Regular progress reviews will be conducted to monitor milestones, risks, and quality.

By the end of March 2026, WVK will have:

• An operational, end‑to‑end digital Community Feedback Mechanism.
• Functional two‑way communication with beneficiaries.
• Clear, auditable workflows and accountability roles.
• Dashboards and reports supporting management oversight.
• Internal capacity and documentation to sustain and scale the system under the Digital Transformation Strategy FY 2026–2030.

WVK Facilitation and Support to the Consultant

World Vision Kenya (WVK) will provide the following facilitation and institutional support to enable effective delivery of the consultancy:

• Technical and Operational Support: Access to relevant WVK digital platforms, documentation, policies, SOPs, and system architecture required for the design and configuration of the Community Feedback Mechanism.
• Stakeholder Access: Facilitation of meetings and workshops with key internal stakeholders, including ICT & Digital, Program Effectiveness & Impact (PEI), Safeguarding, Operations, Disaster Management, and Area Program teams.
• Focal Point Coordination: Assignment of an ICT4D Specialist as the primary focal point to coordinate activities, provide guidance, review deliverables, and facilitate decision-making.
• Piloting Support: Support in identifying pilot locations and mobilizing Area Program teams to participate in system testing, user validation, and refinement.
• Logistical Support: Provision of meeting venues (physical or virtual), internal communication channels, and scheduling support for consultations and review sessions.
• Data and Compliance Guidance: Guidance on WVK safeguarding, accountability, data protection, and non-retaliation standards to ensure full compliance during system design and deployment.
• The consultant will be responsible for their own working equipment, connectivity, and personal logistics unless otherwise agreed in writing.

Detailed Timelines for the Assignment

Phase

Working Days

Key Activities

Phase 1: Inception & Requirements Validation

5 days

• Contracting and onboarding; inception meeting; review of WVK Digital Blueprint, safeguarding, accountability, and data protection policies; stakeholder consultations and confirmation of functional requirements.

Phase 2: System Design & Architecture

10 days

• End-to-end CFM/BFS design; workflow mapping (intake, categorization, escalation, response, closure); definition of user roles, safeguarding-sensitive workflows, escalation logic, and data protection controls.

Phase 3: System Development & Configuration

25 days

• Core system development and configuration; setup of feedback categories and prioritization logic; configuration of Early Feedback Mechanism (EFM); communication channels (SMS/USSD/WhatsApp where feasible); automation rules; dashboards and reporting; internal testing and quality assurance.

Phase 4: Pilot Deployment & Refinement

10 days

• Pilot implementation in selected Area Programs; user onboarding; live testing of workflows; monitoring, issue resolution, and system refinements based on user and community feedback.

Phase 5: Documentation, Capacity Building & Handover

10 days

• Development of SOPs, user manuals, and technical documentation; capacity building sessions for Controllers, Issue Handlers, and management; system handover; sustainability and scalability planning; final consultancy report and close-out.

Required Qualifications and Experience

The consultant should have:

• Proven experience designing and implementing digital beneficiary feedback or accountability systems.
• Strong background in Information Communication & Technology for Development (ICT4D), CRM workflows, or case management systems within NGOs or humanitarian settings.
• Demonstrated understanding of safeguarding, confidentiality, and accountability to affected populations.
• Hands‑on experience with SMS, automation, dashboards, and reporting tools.
• Ability to deliver high-quality outputs within tight timelines.

Academic Qualifications

The consultant should possess:

• A minimum of a Bachelor’s degree in Information Technology, Computer Science, Information Systems, Data Science, ICT4D, or a related field.
• A Master’s degree in a relevant discipline will be an added advantage.

Professional Experience

The consultant should demonstrate:

• At least 7–10 years of professional experience in digital systems design, ICT4D, CRM platforms, or case management systems.
• Proven experience designing and deploying digital beneficiary feedback, complaints handling, or accountability systems within NGOs, humanitarian, or development contexts.
• Hands-on experience with SMS/USSD platforms, workflow automation, dashboards, reporting, and integrations.
• Demonstrated experience working with safeguarding, accountability to affected populations (AAP), and data protection frameworks.
• Experience working in complex, multi-stakeholder environments, preferably within East Africa or similar contexts.

Application Criteria

Interested consultants are required to submit the following:

Technical Proposal, outlining:

• Understanding of the assignment and objectives
• Proposed methodology and approach
• System design and implementation strategy
• Risk management and safeguarding considerations

Senior Advisor, Sponsor Experience & Journey Design

Overview

The Senior Advisor, Sponsor Experience & Journey Design partners with Support Offices to strengthen how Child Sponsorship is framed, expressed, and experienced — from the first moment of sponsor consideration through ongoing engagement and retention. This role focuses on sponsor journey design, product expression, and market relevance, ensuring sponsorship remains compelling, engaging, and emotionally resonant.

By drawing on sponsor insights, consumer trends, and global best practices, the role helps Support Offices identify optimal sponsor journeys and touchpoints that build connection, demonstrate impact, and foster long-term loyalty. Through collaboration, enablement, and shared innovation, this role supports the ongoing evolution of sponsorship as a product expression that is relevant to donors and true to World Vision’s mission.

This work is key to increasing the relevance and appeal of the sponsorship product, improving sponsor satisfaction and retention, and driving growth in sponsor engagement and revenue.

Key Responsibilities

Product Expression & Market Relevance

• Partner with Support Offices to shape fresh sponsorship expressions that resonate in today’s marketplace. 
• Collaborate on the pre-conversion experience, helping refine how sponsorship is presented to attract and inspire new supporters.
• Translate insights and case studies into adaptable frameworks for positioning and messaging. 
• Support consistency in global sponsorship expression while enabling local flexibility. 

Sponsor Journey & Experience Design

• Guide the design of optimal sponsor journeys, that connects pre-conversion offer, identifying key touchpoints to create meaningful post-conversion experiences. 
• Support SOs in mapping and refining sponsor touchpoints that create meaningful connection, highlight impact, and build loyalty. 
  – Provide strategies and frameworks that help SOs balance global alignment with local relevance.

Support Offices (SOs) Collaboration & Enablement

• Act as a consultative partner to SOs, supporting them to design, test, and scale sponsorship experiences. 
• Facilitate communities of practice, learning calls, and peer exchanges to foster collaboration. 
• Create and curate adaptable tools, frameworks, and messaging resources that can be locally applied.

Insights & Research

• Facilitate agile, fit-for-purpose research and testing to understand sponsor needs, motivations, and behaviors. 
• Use light-touch methods to generate insights that guide product expression, the marketing offer and journey design. 
• Translate findings into practical recommendations that Support Offices can apply.

Continuous Innovation & Ecosystem Integration

• Promote a test-and-learn culture across Support Offices by piloting new engagement strategies and product expressions.
• Evaluate and refine approaches using sponsor feedback, performance data, and insights.
• Collaborate with field and insights partners to ensure innovations enhance both sponsor and child experience.
• Support alignment of sponsorship journeys with broader SO engagement opportunities and digital ecosystems.
• Identify integration points so sponsorship connects seamlessly with wider digital, campaign, and channel experiences.

Knowledge, Skills and Capabilities

Required Skills and Experience

• Bachelor’s or Master’s degree in Business, Marketing, or related field.
• Advanced education, certification or equivalent experience in fundraising, customer experience design and digital marketing, an advantage
• 10+ years in marketing, product expression, or customer experience design, ideally with global consumer-facing brands (FMCG, entertainment, digital platforms).
• Proven success in framing and positioning products for market appeal.
• Expertise in journey design and customer/sponsor engagement strategies.
• Experience collaborating in global or matrixed organizations with multiple stakeholders.
• Strong background in digital-first engagement and retention practices.
• Excellent written and verbal communication skills
• Experience defining and using success metrics (e.g., NPS, retention, digital engagement) to drive continuous improvement in product marketing and donor experience
• Strong in the use of data and insights to drive marketing decisions
• Highly relational with ability to effectively collaborate and influence globally
• Active Christian faith and alignment with World Vision’s mission and values

Preferred Skills and Experience

• 10+ years of proven success in employing cross-functional partnerships to increase effectiveness of marketing.
• Knowledge of and experience working with World Vision Support Offices
• Strategic thinker able to connect sponsor insights, consumer trends, and best practices into actionable recommendations.
• Skilled in storytelling and creating frameworks that bring experiences and impact to life.
• Collaborative, facilitative, and effective in cross-cultural environments.
• Analytical mindset; able to use data to guide improvements.

Travel and Work Environment

• 15% international travel
• As expected for a virtual office environment with the addition of frequent travel and the need to accommodate work across multiple time zones.

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