Lead DFS Service Design Consultancy

Location : Suva, FIJI
Application Deadline :05-Aug-18 (Midnight New York, USA)
Type of Contract :Individual Contract
Post Level :International Consultant
Languages Required :
Starting Date :
(date when the selected candidate is expected to start)
Duration of Initial Contract :160 working days
Expected Duration of Assignment :August 2018 - September 2019


Pacific Financial Inclusion Program (PFIP) and Westpac PNG have entered into an agreement for a project to support Westpac’s efforts to improve customer enrollment and usage of financial services offered through the InStore and mobile banking channels as it expands its retail footprint in PNG. The project initiated in March 2017 aspires to design, test and validate new methods for enrolling customers, offering new customer centric products, to develop and grow the InStore Merchant network, and to provide an overall service experience that inspires low-income customers to adopt and use Westpac services through the InStore and mobile banking channels. 

The project funds a management structure capable of implementing all phases of the design process with the guidance of consultants with experience in developing digital financial service channels. These terms of reference define the role of the Lead Service Designer in the project.

These terms of reference describe the scope of work for the Lead Service Designer, who will lead the efforts on customer acquisition, merchant network development, and product & service design innovations for Westpac PNG under PFIP’s existing project - ‘PNG Highlands Financial Services Innovation Hub.'

Duties and Responsibilities

The LSD shall be responsible for design and implementation of four core workstreams:

Workstream 1: Improve the customer experience and business processes for a scalable customer acquisition model using one-touch approach of opening accounts within the communities

 Workstream 2: Develop and implement a scalable merchant network model

Workstream 3: Design and develop new products and services to drive utilization of financial services, as well as mobile banking and InStore channels

Workstream 4: Business analysis, data analytics and reporting


  • Strong verbal and written skills in English

  • Excellent interersonal and communication skills, ability to communicate and relate effectively with customers, project teams on ground as well as senior project stakeholders, such as PFIP Programme Management and Westpac’s Executive Management in PNG, for the Pacific Region.

  • Ability to work well as part of a multi-cultural team and displays gender, religion, race, nationality and age sensitivity and adaptability;

  • Computer literacy (e.g. Microsoft Word, Excel, Power Point) is a prerequisite.

Required Skills and Experience

Educational Qualifications:

  • Minimum Master’s Degree in economics, humanities, sciences, management and/or related discipline.

  • Qualifications in human centric design or any discipline related to digital financial services is desirable


  • Minimum 10 years’ experience leading service design & project implementations related to digital mass market finance.

  • At least 5 years’ experience in specialty design area, e.g. financial service design, customer experience, product development, etc. Must demonstrate the experience in designing mass market products and services.

  • At least 5 years’ engagements in developing markets, with a strong preference for experience in hardship environments

  • Experience in product or channel design for digital channels in low-fidelity, low-resource environments, deploying human centric design approaches is desired

  • Experience and solid comprehension of various aspects regarding DFS deployments; e.g. Core Banking Systems, payments infrastructure (e.g. switches, POS terminals, cards), DFS operations, sales and risk management (e.g. AML/CFT, KYC and CDD)

  • Experience working with banks and telecom companies in the space of financial services expansion

  • Demonstrated ability to use evidence-based assessments to drive business and/or policy decision


Relevant forms are avaiable on the Procurement Section of UNDP Pacific Office website.


UNDP is committed to achieving workforce diversity in terms of gender, nationality and culture. Individuals from minority groups, indigenous groups and persons with disabilities are equally encouraged to apply. All applications will be treated with the strictest confidence.

UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.

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