Senior Manager, Customer Experience – Service Excellence
Customer Care
London, UK (HQ)
Permanent
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At Deliveroo, customer experience is at the heart of our mission to build the definitive food company. In this role, you will be too. Reporting into the Head of Customer Experience, the Senior Manager Customer Experience is responsible for structuring complex concepts to achieve the company strategy to improve Service Experience for consumers and drive growth. You will be instrumental in identifying service level improvement opportunities and driving change within the company by managing senior stakeholders across the organisation. This is a hybrid role and will require time in the office.
Core Responsibilities
* Identifying opportunities to improve defects and enhance the experience of Deliveroo’s end users.
* Planning and programme management of initiatives to meet specific goals.
* Contributing to Deliveroo’s multi-year Service Strategy and driving CX engagement across the organisation.
What You'll Be Doing
* Identifying opportunities to reduce defect rates and pushing them to delivery, working with and influencing colleagues from across the business to devise plans, realise opportunities, and ensure governance is in place to monitor key success metrics.
* Owning our defects management framework, including identifying opportunities to improve it and managing delivery.
* Leading strategic programmes to improve customer experience, ensuring smooth delivery across governance, communication, stakeholder management, and risk management.
* Conducting deep dives on specific service topics and leading updates with executives and senior stakeholders on specific issues (e.g., defects on pick-up orders).
* Coordinating Deliveroo’s target setting and forecasting process for defects, partnering with Finance and key business stakeholders across the business centrally and locally.
* Managing our annual Voice of the Customer mechanism to identify customers’ pain points and share insights with the broader business, influencing the annual roadmap and ensuring awareness and engagement.
* Monitoring service metrics regularly to identify drivers of performance, working with business owners to address root causes.
* Building unique cross-functional knowledge of customer experience and impacting drivers.
* Providing expertise and coaching to junior members of the Customer Experience team and role modelling Deliveroo's values to the wider Service Excellence Team.
Requirements
* 6+ years of experience as Strategy Manager or Consultant in a fast-moving and dynamic company; experience in Agile work is highly desirable.
* Action-oriented, capable of cutting through the noise and exceptional as a problem solver.
* Strategic mindset - able to 'think big' as well as execute 'on-the-fly' by understanding the dynamics of our business.
* Delivery-oriented - able to autonomously scope and deliver on unstructured work, proactively identifying opportunities for impact and addressing them.
* Solid analytical background (e.g., Excel pivot tables and INDEX MATCH), SQL skills, able to model complex datasets and conduct 80/20 analysis, drawing out business insights and presenting findings and recommendations persuasively.
* Strong communicator - able to communicate effectively upwards and downwards, simplifying complex information and challenging when appropriate.
* Stakeholder management - outstanding interpersonal and business skills, capable of building strong effective relationships and credibility with a wide range of partners across the organisation and influencing them.
* Project management - experience managing multiple projects and stakeholders in a structured and logical way, always delivering the right work at the right time.
Why Deliveroo?
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’re a technology-driven company at the forefront of the most rapidly expanding industry in the world, so come and join us for the ride.
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.
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 incredibly exciting space.
Compensation
* We aim to pay every employee competitively for the role they are performing in their respective location.
* Some employees may be eligible for an annual cash bonus, sign-on bonus, or relocation support depending on role and location.
* Up to 5% matched pension contributions.
Equity
* Some roles may be eligible for share awards, giving them ownership in Deliveroo and a share in our success.
Food
* Free Deliveroo Plus: free delivery and access to special offers.
* Team lunches from the best local restaurants.
Time Away
* 25 days annual leave plus bank holidays, increasing with length of time spent working at Deliveroo.
* One day of paid leave per year to volunteer with a registered charity.
Work Life
* Maternity, paternity, and shared parental leave, eligible from day one of employment.
* Excellent kit to enable working from home and a parent-friendly working culture.
* Access to free mortgage advice.
* Cycle to Work Scheme or Season Ticket Loans, depending on how you wish to travel.
* Excellent learning and development opportunities and access to RooLearn, our learning platform, packed with high-quality training and content.
* Regular Employee Resource Group (ERG) led social events – examples include dinners, dance lessons, and in-office yoga sessions.
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