Customer Experience Manager

1 month ago

London, Greater London, United Kingdom DELIVEROO Full time
Senior Manager, Customer Experience – Service Excellence

Deliveroo is 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.

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.

  • 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.
  • 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.
  • 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.
  • 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.

We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away, and relocation.

Benefits and Diversity
  • 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.
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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