Why Deliveroo? 

When you first think about Deliveroo, you probably think of getting great food to your house in less than half an hour.  Awesome right? But behind the scenes is the real story. This story is one of high growth, huge challenges and an enormous opportunity ahead of us. It began with our founder Will, arriving in London over 5 years ago and finding it almost impossible to order great food, despite the wealth of incredible restaurants in the city.  Fast forward 5 years and we operate in 13 countries with over 50,000 riders who deliver orders from 50,000 restaurants in over 200 cities worldwide. 

We want to be the definitive food company - the app you go to any time you have a hunger pang. We are transforming the way people think about food. We are providing people with limitless access to different cuisines and restaurants, turning cooking from a chore to a choice, and giving people the freedom to eat what they want, when they want, where they want it. 

We work with riders, restaurants and consumers. We operate one of the most complex three sided marketplaces in the world and we do this in real time. Millions of customers and thousands of restaurants and riders rely on us to match them within milliseconds. The algorithms behind that marketplace are the secret sauce that allow us to deliver our orders in under 30 minutes.

And we’re just getting started

The scale of the opportunity ahead of us is immense. The global food market is valued at £7.7 trillion but only 1% of it is currently online. Contrast that with the digital disruption of countless other industries - from banking and travel to retail and communications - it’s clear that our journey in the food sector has only just begun. 

We are already a multi-billion dollar company that is more than doubling in size every year.  Deliveroo came top in the FT’s’ list of Europe’s fastest growing 1000 companies in 2018, and we were the first company ever to win Deloitte’s ‘UK Top 50’ two years in a row. Yet most of the extraordinary value this company will generate lies ahead of us.

 

THE ROLE

Role in a sentence: We’re looking for a great customer experience insight manager to deliver actionable robust detailed CX data that shapes our proposition development and satisfaction/retention strategies across consumers, riders and restaurants. Reporting to the Customer Insight Director at Deliveroo.

RESPONSIBILITIES

  • Own all customer experience research methods & metrics (inc NPS, CSAT etc), to inform our continuous improvement programmes. Ensuring the insight delivered will enable our satisfaction/retention strategies across consumers, riders and restaurants in every neighbourhood we operate in globally.

  • Ensure the data we collect is actionable enough to make tangible improvements internally, and in certain use cases for us to ‘close the loop’ by going back to customers to confirm what action we’ve taken as a result of their feedback

  • Identification of pain points/moments of truth in the end to end journey or trends via NPS/CSAT (and others), root cause analysis and close collaboration across various functions to address these 

  • Work with cross-functional analytics teams to integrate the voice of our customers (consumers, riders & restaurants) into business reporting, and make accessing this intelligence as easy & self-service as possible across the org (integrated into our data visualisation tools etc)

  • Partner with external vendors to design, implement and manage an ongoing CX Management platform that delivers against business requirements for all business units

  • The ability to connect customer experience with commercial implications and opportunities

  • Experience and appreciation of building additional signals (eg social sentiment etc), to build a single holistic and true voice of the customer

Requirements

  • An insatiable curiosity to discover the ‘why’ behind consumer behaviour

  • Preference for starting with strong hypotheses that you are willing to change over the course of your research

  • Rigorous appreciation for and understanding of data science coupled with an ability to execute complex models, frameworks or datasets

  • Significant data analytics experience to manipulate both internal and external data sources against strategic business/commercial needs

  • Experience of a variety of CX platforms (Qualtrics, Medallia etc) with a view on the strengths & weaknesses of each

    • Experience with the implementation of CX platforms would be very beneficial but not strictly necessary

  • Comfortable with working with a variety of stakeholders in a complex organizational structures 

  • Develop and communicate a rounded picture of our customers using multiple sources, with a sense of the relative strengths and weaknesses of each source 

  • Minimum 5 years in a Customer Experience role (inc vendor management)

  • Academic excellence in a statistically heavy field, ideally beyond a BSc

  • Start-up experience ideal but not necessary

 

Life at Deliveroo

We are a small team, with very large impact, seeking to answer some of the most interesting questions out there. We move fast, we’re always looking for new ideas and we’re very transparent about the decisions we make and why we make them.

There are so many questions we need to answer and plenty more we haven’t even encountered. How do data and technology help restaurants to grow as consumer habits change? How can we predict what someone wants to order for dinner long before the idea has even crossed their mind? At Deliveroo these are just some of the tough problems we are solving - and there is no challenge that cannot be yours. No solution is owned by a particular team, which means the scope for growth and personal impact is enormous. 

Benefits and Diversity 

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away and relocation.

In 2018 we announced our decision to give every employee equity in the company. We did this because we wanted all of our employees, regardless of location, level or role to be owners and because we believe that this is the right thing to do. We believe this helps build a culture where everyone is committed and able to share in the company’s success.

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 start-up’s around.

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