About the team
We’re looking for a Research & Insights Manager to join our team in our London HQ. You’ll join a team who are passionate about making sure our customer’s voice is heard and delivering a meaningful impact across all of our 10 markets here at Deliveroo. The Research & Insight team's focus is on creating competitive advantage through creating the best understanding of our customers and helping teams use insight to make better decisions, that help Deliveroo to meet our mission of transforming the way we shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders.
You will report directly into the Head of Marketplace & Experience Insights and will work under a hybrid working model - between our London HQ and home. Please note, this is a 6 month fixed term contract.
What you'll do
Deliver ‘Voice of the Customer Reports’ to support our priority markets in understanding the perception and experiences of their customers
One of our core business metrics is our Net Promoter Score, ensuring that our customers trust us as a business and have a strong relationship with our brand is critical to ensuring the ongoing success of Deliveroo, over the last year we’ve made progress against this aim. A critical part in this has been surfacing to markets what customers actually feel about them, and the experiences they’ve been having through our customer experience programme.
You will deliver a Voice of the Customer report for each of our five priority markets to support this objective further, with a focus that brings the customer to life for our stakeholders in markets and galvanises them to prioritise actions to address the experiences their customers have.
Manage our Relationship with our Customer Experience Programme Partner to deliver a best in class programme
You will manage the relationship between Deliveroo our Agency Partner for our Customer Experience Programme.
This will include the running of bi-weekly prioritisation meetings, monthly reviews and a bi-annual strategic review, and the project management of hours and tasks, to maintain & improve our network of surveys across consumers, riders and partners so that we as Deliveroo can understand their relationships with us and their experiences.
This also entails ensuring that we can get the right insights from the programme into the hands of the right stakeholders, whether delivered through our Customer Experience Platform or directly into the right areas of the business
Develop a ‘Customer Experience Champions’ network throughout Deliveroo
We want as many stakeholders as possible to access, use and take actions from the feedback we receive from our customers. You will build a network of ‘Customer Experience Champions’ across Deliveroo, enabling champions to push their respective areas to understand and utilise this data more effectively in their daily roles.
Requirements
- Bachelor's Degree (Marketing or Business preferred)
- At least 1 years experience managing Customer Experience or Brand Tracking Programmes
- At least 2 years experience in Research & Insight
- Experience using both qualitative and quantitative research methodologies
- Computer literate with familiarity in using presentation, document and spreadsheet software
- Experience in project management
Why Deliveroo
Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.
We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.
Workplace & Benefits
At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.
Diversity
At Deliveroo, 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 businesses in a rapidly growing industry.
We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.
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