User Researcher

We’re looking for a User Researcher to join us in the Research & Insights team in our London HQ. You’ll be joining a team who are passionate about making sure our customer’s voice is heard and delivering a meaningful impact across all of the 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 its mission of transforming the way we shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders.

If you want to work at a fast-paced, growing business and make a meaningful difference for customers then we’d love to hear from you!

The Role

As a User Researcher working in our Delivery organisation, you’ll be working as part of a multidisciplinary team to scope, carry out, and communicate research projects answering all the critical questions the business has about our riders.

Whether it’s understanding what motivates them to work at particular times, unpicking the challenges they face when collecting food from restaurants or developing and testing new items of kit, you’ll be the voice of riders at Deliveroo, making sure their interests are represented in all aspects of our decision-making, but especially when it comes to our rider app.

So much of the rider experience is dictated by the context in which rider’s make deliveries. When interacting with the product riders are outdoors and facing the elements. Whether it’s the terrain, the weather or just being out on the road itself, these external factors make the design of the rider experience extremely challenging, but equally unique and interesting to work within.

In addition to being adept at a wide range of methodologies (from ethnography, depth interviews and diary studies to surveys and usability testing) you’ll also understand how to synthesise data from multiple sources into compelling, actionable insights and advocate for rider needs.

Your primary stakeholders will be product directors and managers, designers, data scientists and developers within the rider product team, but you’ll also work closely with colleagues in operations and marketing, as well as international teams from all 12 of our global markets.

Responsibilities

• Taking ownership of end-to-end project delivery - from understanding where our knowledge gaps are and building a quarterly research roadmap, to gathering the questions and hypotheses that shape a specific project, to planning and executing the research, commissioning and managing research vendors as needed, to analysing and sharing your findings with the team
• Working to provide insight into both formative and evaluative research questions through a mixed methods approach
• Working closely with the product team to understand research priorities and to build roadmaps which directly action research findings
• Working closely with the rider operations team to understand research priorities and to build roadmaps which directly action research findings
• Able to build a deep understanding of our business and form a view on whether actions we are taking are leading to movements in our Rider's and the public's perception of us
• Helping the business understand and empathise with the needs of our users (and especially our riders), so that everyone is able to make decisions in a user mindset

Requirements

We value intellectual humility, an eagerness to learn and teach, and the ability to move quickly when needed. But above all else, we're looking for someone who is truly passionate about our riders and the changing world of work in which they operate.

This role is for you if you:

• Have extensive experience working in User Research, including time spent working in fast-paced teams within high-growth companies
• Can act as an ambassador for research and insight at Deliveroo, championing the importance of understanding not just what our riders do but why they do it
• Are confident planning and executing remote research, often internationally
• Are comfortable not just working on but coaching others through projects across the generative, formative and evaluative spectrum, with varying levels of scope and ambiguity
• Have an advanced mixed methods toolkit that you are continually updating and refining; your past work will demonstrate how and why to scale nuanced qualitative insight using quantitative approaches
• Are passionate about quality, rigour, standards and research ethics - both defining and upholding them

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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