We are living in an era of unprecedented global displacement, with over 120 million people forcibly displaced worldwide—40% of whom are under the age of 18. Behind these numbers are individuals with immense potential, who, if given the opportunity, could make meaningful contributions to the global economy. At the same time, the workforce is undergoing a profound digital transformation, with remote work becoming the norm. This shift has created unprecedented opportunities for communities historically excluded from formal employment, including displaced populations. The digital economy, unconstrained by geographical boundaries, offers refugees a unique chance to participate in the workforce. Now work can be performed from urban centers in Nairobi, rural settlements in Uganda, or refugee camps in Jordan. By removing traditional employment barriers, digital work empowers displaced individuals to build sustainable livelihoods and contribute meaningfully to the global economy.
Global talent shortages: A challenge for businesses
As many developed countries grapple with digital skill shortages and demographic challenges, the global demand for digital expertise continues to grow exponentially. The World Economic Forum’s Future of Jobs Report 2025 highlights that technological advancements, automation, and demographic shifts are reshaping labour markets, with nearly 40% of workers requiring reskilling. In the European Union (EU), the shortage of ICT professionals is particularly acute. The 2024 State of the Digital Decade Report indicates that only 55.6% of the EU population possesses at least basic digital skills, and at the current pace, the number of ICT specialists is projected to reach just 12 million by 2030—significantly below the EU’s target of 20 million. This shortfall poses significant risks to digital and green transitions.
Conversely, the Global Majority faces a different challenge: a burgeoning workforce with limited employment opportunities. This mismatch presents a unique opportunity to engage underutilised talent, including refugees, who, with the right access to employment pathways, can contribute to closing global labour gaps while gaining economic stability. Cross-border digital work, remote employment, and inclusive hiring strategies are becoming increasingly essential in addressing these disparities, offering a mutually beneficial solution to labour shortages in the Global North and unemployment challenges in the Global Majority.
How businesses benefit: diverse talent increase performance
Many companies are eager to hire skilled workers because of critical talent shortages. At a time when diversity, equity and inclusion (DEI) efforts are being rolled-back, the need for talent is more pressing than ever. Yet, companies are unaware of the potential of untapped talent that exists within refugee communities, particularly those in the Global Majority.
Hiring refugees is more than a corporate social responsibility (CSR) imperative, but rather there is a business case for inclusive hiring practices that target refugees. By doing so, companies not only fill skill gaps with diverse talent which is known to increase the performance of teams, but also makes a real impact on global challenges, helping refugees regain control over their lives.
Refugee integration in the digital economy is not just an act of goodwill—it is smart business. Refugees bring diversity, resilience, and a wide range of skills to the workforce. By integrating refugee talent into the digital economy, companies can foster innovation and drive growth while addressing global inequalities. Economic empowerment through digital work is not just about financial stability; it is about restoring dignity and agency to those who have been displaced.
Challenges of Refugee Employment
Despite the growing demand for skilled talent, many refugees face significant barriers to employment. On the supply side, limited access to equipment, education, training, and professional networks prevents many refugees from securing opportunities in the global digital economy. At the same time, demand-side challenges persist, as companies often hesitate to hire refugees due to uncertainty around legal processes, hiring frameworks, and cultural integration. Moreover, tapping into an ‘unknown’ talent pool might seem risky to companies, unfamiliar with the contexts of their education and social background. This disconnect means that, while there is both a need for talent and a pool of capable workers, the disconnect leaves refugees underemployed and businesses struggling to fill critical roles.
A Win-Win for Business and Humanity: Impact Outsourcing
Impact outsourcing is a business model that channels digital and operational tasks to skilled workers from underserved communities providing them with sustainable employment while delivering high-quality services to companies. This model presents a powerful opportunity for businesses to access skilled talent, from under-represented and under-resourced communities, including refugees, while driving meaningful social change. A specialised agency, like Na’amal Agency, acts as a crucial link between businesses and refugee talent, ensuring a structured and seamless engagement. This model requires the identification and training of individuals in high-demand skills, equipping them for roles that align with global market needs. Acting as an intermediary, agencies, like Na’amal Agency, guarantee quality control, reliability, and compliance with employment regulations, mitigating risks for employers. By providing a structured, low-risk way to integrate refugee talent into their workforce, businesses not only benefit from diverse and capable professionals but also contribute to economic inclusion and social impact. Ultimately, impact outsourcing fosters a mutually beneficial ecosystem—where companies gain access to dedicated workers, and displaced individuals secure dignified, sustainable employment.
Na’amal Agency: A case study of refugee impact outsourcing
Na’amal Agency, an extension of Na’amal launched in January 2024, exemplifies the power of impact outsourcing by directly connecting skilled refugees and other vulnerable populations with global work opportunities. Building on Na’amal’s mission to provide training in marketable skills and facilitate employment, the Agency forms teams of Na’amal trained talent in Kenya, Ethiopia, and beyond to deliver high-quality, tech-driven solutions, particularly in web and app development and digital marketing to global clients. With a strong support system, including a dedicated Tech Lead ensuring excellence in execution, the Na’amal Agency provides businesses with an effective model for engaging diverse, refugee-led teams. Its first project, secured through EqualReach, involved website development and data annotation for a UK-based non-profit. Over six weeks, three Na’amal-trained refugee talent individuals built the website, with two continuing to provide maintenance services on a paid basis. Additionally, 15 refugees contributed to data annotation tasks. Managed by the Agency’s Tech Lead and Operations Manager, the project demonstrated both the viability and impact of outsourcing to refugee talent, with the client expressing high satisfaction. Through this model, Na’amal Agency not only creates sustainable livelihoods but also showcases how socially responsible outsourcing can drive both business success and meaningful impact.
The moral imperative for refugee inclusion is clear. In today’s interconnected world, leaving refugees out of the digital economy is not just a missed opportunity—it is a failure of our collective responsibility. It is time for businesses to do more. By investing in refugee inclusion, we are not only creating economic opportunities but also fostering a more just and equitable world.
Lorraine Charles is the Founder and Executive Director of Na’amal, an organisation which facilitates remote work for refugees and Research Associate, Centre for Business Research, University of Cambridge.
