Senior Transformation Manager London, England
Job description
Why Deliveroo?
Our mission is to be the definitive food company. We are transforming the way the world eats by making food more convenient and accessible. We give people the opportunity to eat what they want, 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.
About the role:
In this role, you will play a significant part in designing and supporting the automation of our interactions with customers, riders, and restaurants within our Customer Experience Team.
You will be working with a diverse and dynamic team and reporting to the Global Head of Workforce Management, Performance & Strategy. You will have the opportunity to contribute to the following areas:
- Define and prioritise the types of contacts we want to offer self-serve options for
- Collaborate with technology and policy teams to implement new ways for our customers to handle queries independently
- Develop strategies to encourage customers to utilise self-serve options
- Collaborate with technology teams to implement behavioural prompts
- Explore and enhance automation levels, including the use of chatbots
- Take a leading role in designing, testing, and supporting the rollout of Generative AI across Care & Partner Operations
Requirements:
Preferable but not essential:
- Experience as a Senior Associate Consultant/Senior Business Analyst (or equivalent) in a top-tier consultancy or strategy function
Essential:
- Effective and inclusive communication and stakeholder management skills with the ability to positively impact and empower others.
- Proficiency in Excel/Google Sheets and modelling skills (e.g., pivot tables and INDEX MATCH)
- Familiarity with data visualisation tools such as Looker
- Proficient in creating effective presentations using PowerPoint/Google Slides, delivering both speed and high-quality output
- Note: We encourage applications from individuals of all backgrounds and experiences.
Workplace & 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 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.
