At Deliveroo, customer experience is at the heart of our mission to build the definitive food company. In this role you’ll be finding solutions to some of our biggest challenges to deliver a seamless customer experience in the French market, thus directly contributing to one of the key pillars of Deliveroo’s strategy.

We are looking for a critical thinker and future leader who is able to monitor service levels (investigating trends, tracking vs plan), and structure and lead cross-functional initiatives to reduce bad customer outcomes (eg. late orders, missing items, orders not received…etc). You will be instrumental in identifying service-level improvement opportunities and driving change within the company by collaborating with senior stakeholders across the organisation.

The role:

You will be working in a dynamic team with cross-functional exposure and will report to the Head of Service & Policies. Key responsibilities include:

1. Strategy & Planning: own the process to define market service level ambitions, forecast financial impact and plan initiatives to systematically address bad outcomes.
2. Service quality & performance: perform analysis and derive insights into root causes of bad customer outcomes; report on service performance updates and initiatives progress to senior management.
3. Deliver initiatives: identify areas of improvement across the three pillars of the marketplace (restaurants, riders, customers), and partner with local & global functional stakeholders to lead impactful initiatives driving change.

Qualities we’re looking for:

1. Analytical and impact-oriented mindset: “doer” attitude with appetite to solve real-world problems and seeking for short term impact (through e.g. test and learn approach) by leveraging data.
2. Good communicator with strong stakeholder management skills: become a subject matter expert and trusted advisor through exceptional communication and stakeholder management skills. Ability to write synthetic documents and influence a senior audience.
3. Insightful, proactive and engaged: capable of both getting “the big picture” (understanding interdependencies and implications of topics with other parts of the business) and deep diving in detailed dynamics at play behind a trend/an anecdote. Proactively collaborates with colleagues across functions and taps into stakeholders’ business knowledge to understand trends, and spot and deliver opportunities for customer experience improvement.

Profile:

• Previous experience in a high-paced and project-based organisation is a plus, for example at a tech startup or in management consultancy.
• Prioritises effectively between tasks, favours 80/20 approaches and can manage multiple projects simultaneously.
• Strong experience in quantitative and qualitative analytics (excel modelling, database crunching, interviews) and excellent mastery of Google Suite/Microsoft Office. Knowledge of SQL is a plus.
• Track record in autonomously structuring, coordinating and executing projects.
• Strong stakeholder management skills and thrives in a collaborative environment.
• Excellent (oral / written) communication in both English and French.
• Hybrid work.

Why Deliveroo?

Our mission is to be the definitive food company. We are transforming the way the world eats by making food more convenient and accessible. We give people the opportunity to eat what they want, as they want it.

We are a technology-driven company at the forefront of the most expanding industry in the world. We are still a small team, making a very large impact, aiming to answer some of the most interesting questions out there. We move fast, value autonomy, and we are always looking for new ideas.

Workplace & Diversity

At Deliveroo we know that people are the heart of the business, and we prioritize their welfare. We offer many great benefits in areas including health, family, finance, community, convenience, growth, time away and relocation.

We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest growing startups in an exciting space.

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