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 12 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.
Your primary objective will be to ensure the team’s impact on the business. You’ll be responsible for building an environment in which your team can be successful, and making sure they have the infrastructure and support needed to do incredible work. This will involve partnering with colleagues from strategy, marketing, data science, operations and product to define team priorities, pulling together the findings and recommendations from the work your team carries out, ensuring all departments are able to leverage those findings effectively and driving company strategy as a result.
You’ll be business-minded and commercially literate. You’ll want to build an environment where you and your team work incredibly closely with the business leads on driving impact; the team should be comfortable working with their counterparts to form hypotheses on how its research findings relate to business outcomes (i.e. how a recent pricing change has fed through to value perceptions, or recommendations for areas of customer service to improve).
You’ll also be responsible for the technical expertise within the team, ensuring we have the right mix of skills, specialisms and experience to build a truly world-class research and insights function.
You’ll also be the guardian of the team’s shape and culture, acting as a coach, mentor and manager to your team members and supporting them in their progression at Deliveroo. You'll be accountable for your team's collective health and quality of work, and driving cross-team initiatives that make research practice at Deliveroo better.
- Championing the importance of both customer insight, wider market/competitor insight and user research as the best means of deeply understanding the needs, motivations, attitudes and behaviours of our customers and potential customers
- Defending the value of research as an essential complement/counterpoint to insights derived from behavioural data - working hand in hand with Data Science to build a complete picture.
- Encouraging stakeholders to include research further upstream in the new proposition development process, with more emphasis on foundational, generative approaches
- Socialising the team’s activities to the wider business, by providing visibility of all our findings and highlighting opportunities for engagement in all our activities
- Translating the strategic and commercial priorities of the business into a clear team mission, vision and set of values, underpinned by relevant goals and objectives
- Aligning our activities in support of these goals and objectives in order to optimise our business impact and our influence over the future direction of the product
- Defining metrics and OKRs for measuring the success of the team’s approach in influencing the future direction of the product and the wider opportunities the business pursues
Collaboration and knowledge sharing
- Liaising with stakeholders across the organisation to ensure better alignment between workstreams to optimise efficiency and business impact
- Seeking opportunities for closer collaboration with other disciplines to improve the quality/rigour of research outcomes and recommendations
- Acting as an internal consultant to the business, advising on the state of current knowledge within the team, as well as how to approach projects or questions from a user-centred perspective
Skills and methodologies
- Auditing the skills and methodologies deployed by the team to identify gaps in capability affecting their impactfulness
- Rectifying identified gaps through hiring, outsourcing and/or additional training
- Creating opportunities for continuing professional development e.g. mentoring, formal training, peer learning, stretch assignments, conference attendance etc
- Setting the standards to ensure a consistently high quality of work is produced across the team
- Creating best practice guidelines for new joiners, contractors and colleagues outside the core team so quality is assured as the demand for research scales
- Building an international network of partners who can enable us to conduct remote/international research affordably and at pace but without compromising on methodologies or outputs
- Partnering with the Head of Research Operations to establish the tools, systems and processes necessary to ensure the most efficient, impactful running of the team
- Supporting the Research Operation team’s efforts to create, capture, share and store information and knowledge generated by the team in a sustainable way
- Securing a commitment to continued investment in user research taking shared responsibility for assigning and tracking the team’s budget
- Establishing the known and potential resource needs across the functions the team supports and translating them into an ongoing hiring and headcount plan
- Working with the recruitment team to develop an effective hiring process, from job descriptions and sourcing through to screening, interviewing, making offers and onboarding
- Coaching team members to become competent, independent interviewers who understanding where the hiring bar is set
- Line-managing individuals within the team, which includes overseeing their bi-annual performance reviews and quarterly objectives and key results, as well and their day-to-day work
- Resourcing individuals to key projects and periodically reviewing team allocation to ensure team members have equal opportunities for achieving their individual goals and objectives
- Regularly reviewing the levels and expectations framework and participating in team calibration sessions to ensure team members are progressing in relation to their peers
- Instituting key team rituals, e.g. weekly stand-ups, check-ins, planning sessions, crits, peer reviews, retros and offsites, as well as less structured formats e.g. 1:1s, office hours and mentoring sessions
- Proactively seeking out training and continuous professional development opportunities for all team members, e.g. conference attendance, formal training, exposure to external experts
- Assessing team health and morale on an ongoing basis to ensure it remains positive, and intervening swiftly to address issues as and when they arise
This role is for you if you:
- Have at least 12 years experience building and leading Customer Insight teams, including time spent working in fast-paced teams within high-growth companies
- Know your NPS from your TOMA. You have experience managing and delivering longitudinal research studies with a proven bias to driving action, not KPI reporting
- You have worked successfully in a highly analytical environment, working collaboratively with Data Scientists and Business Intelligence teams and communicating your work to highly data literate teams
- Are a proven leader of research and insight functions, coaching others through projects across the generative, formative and evaluative spectrum, with varying levels of scope and ambiguity
- Can act as an ambassador for Research & Insight at Deliveroo, championing the importance of understanding not just what our consumers do but why they do it
- Are comfortable leading complex cross-functional teams
- Have a passion for turning research into action, with a track record of driving growth
- Extensive international experience
- Are passionate about quality, rigour, standards and research ethics - both defining and upholding them
Life at Deliveroo
We are a growing 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-ups around.