Senior Manager, Customer Experience - Service Excellence

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 to structure 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 improve experience of Deliveroo’s end users.

Planning and programme management of initiatives to meet specific goals.

Contributing to Deliveroo’s multi-year Service Strategy Drive CX engagement across the organisation.

What you'll be doing

• Identifying opportunities to reduce defect rate and push 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
• Lead strategic programmes to improve customer experience, ensuring a smooth delivery acting across governance, communication, stakeholder management and risk management
• Owning deep dives on specific Service topics and leading updates with Exec 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. Act as main POC across the business
• Managing our annual Voice of the Customer mechanism to identify customers’ pain point and share with broader business, influencing annual roadmap and ensuring awareness and engagement
• Monitoring service metrics regularly to identify drivers of performance, working with business owners to addressing root causes
• Builds an unique cross-functional knowledge of customer experience and impacting drivers
• Provide expertise and coaching to junior members of the Customer Experience team and role modelling Deliveroo's values to the wider Service Excellence Team.

Requirements

• You have 6+ years of experience as Strategy Manager or Consultant working in in a fast moving and dynamic company - experience in Agile work is highly desirable
• Action oriented, cutting through the noise and exceptional as problem solver
• Strategic mindset - able to 'think big' as well as execute 'on-the-fly' via understanding the dynamics of our business
• Delivery - able to autonomously scope and deliver on unstructured work. Proactively identify opportunities for impact and address them
• Has solid analytical background (e.g. Excel pivot tables and INDEX MATCH), SQL skills, able to model complex dataset and conducting 80/20 analysis, drawing out business insights from that analysis and presenting findings and recommendations persuasivelyStrong communicator - Able to communicate effectively upwards and downwards, making even the most complex information clear and challenging where appropriate. Stakeholder management - You have 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 deliver the right work at the right time

Why Deliveroo?

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.

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.

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