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Deliveroo // restaurant food delivery
London    Posted: Thursday, September 09, 2021
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At Deliveroo were customer obsessed & its the Research & Insights (R&I) Team which helps drive a customer centric way of thinking across the organisation. Were passionate about the value insight delivers to drive better business decisions & outcomes for customers. At Deliveroo, customers doesnt just mean consumers who use the app, but also the tens of thousands of restaurants on our platform & the riders that deliver with us.

It is an exciting time to join Deliveroo - this is a new role in the team who will be responsible for creating world class research capability that allows us to deliver best-in-class insight. This role will be responsible for managing our large scale research programmes (Customer Experience Roo Voices & Brand / Advertising Tracking), managing our agency partnerships / research rosta & being a leading advocate on research best practice across the team. 

This role will ensure our large scale programmes allow the insight teams to deliver actionable insight. We need someone who is passionate about research methodologies & designing the right approach - they need to have experience across Customer Experience, Brand & Advertising Tracking & a good understanding of a broad range of research techniques. 

This role will primarily interact across the R&I Team, Procurement, Finance & external agency partnerships but will also require additional stakeholder engagement at times e.g. during large scale RFPs. We need someone who can see the big picture to drive continual improvement, but also manage the day-to-day operational smooth running of programmes e.g. resolving data issues, managing back-log fixes (where they will have additional team support). 

The role will have visibility of the entire R&I team's plans & will be responsible for ensuring efficiencies, recording the actions delivered on each project & creating a programme of activity which demonstrates the value we create across Deliveroo - working closely with Internal Comms (and the wider R&I team) on initiatives like insight newsletter, annual customer festival, podcasts etc. 

Were looking for someone who has a positive, growth mindset & isnt afraid to get stuck-in - this person needs to be constantly thinking about how we evolve & improve our capability to deliver the best insight for our customers. Most of all we are a team who likes to have fun - we work hard & we love our jobs - if you are someone who wants to make a difference at one of the fastest growing global brands, then wed love to hear from you! 

What youll be doing

  1. Planning: 
    • Visibility / manage (collaboratively with the wider R&I Team) the forward looking R&I plan & business deliverables so we are clear on what we are delivering when (to help us ensure we deliver all insight with impact)
    • Oversee the budget & raise all POs 
    • Managing our research rosta - including quarterly reviews with each agency to ensure we maximise the value from the relationship (along with key members from the R&I Team)
    • Responsible for identifying conferences we should be attending, speaking at & entering awards where appropriate 
  2. Programme Management:
    • Day-to-day operational smooth running of large scale research programmes (predominantly Roo Voices)
    • Work closely with Engineering & Product teams to plan & prioritise a delivery roadmap for changes to the Customer Experience programme
    • Liaise with Procurement, Finance, Invoicing, & budget owners to build out any new requirements or roadmaps for all large scale research programmes 
  3. Promoting the value of insight:
    • Work closely across the R&I team to record the value & actions created from each project & the business impact 
    • Working with the R&I Team & Internal Comms to create a programme of activity which demonstrates the value of our work, & drives a customer centric curiosity culture across Deliveroo e.g. Newsletter / Podcasts / Annual Customer Festival 


  • Passionate about research methodologies & experience of a broad range of techniques including Voice of the Customer, Brand Tracking 
  • Experience of integrating research data with internal transactional data 
  • Managed research budgets & worked with procurement to run RFPs
  • Experience of managing research agencies & getting best value from relationships
  • Project management 
  • Resourceful, action & detail-oriented, with a high ownership mindset to deliver measurable impact
  • Strong organizational & prioritization skills, with the ability to work to changing time & resource constraints
  • Good collaboration skills 

Why Deliveroo?

Our mission is to be the definitive food company. We are transforming the way the world eats by making food more convenient & accessible. We give people the opportunity to eat what they want, when & 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, seeking to answer some of the most interesting questions out there. We move fast, value autonomy & ownership, & we are always looking for new ideas.

Workplace & Diversity

At Deliveroo we know that people are the heart of the business & we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away & relocation.

We believe a great workplace is one that represents the world we live in & 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 & a desire to be part of one of the fastest growing startups in an incredibly exciting space.

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