Policy and Automation Lead - Customer Care

Deliveroo ,
London, Greater London
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Job Title: Policy and Automation Lead - Customer Care 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. It began with our founder Will, arriving in London over 5 years ago and finding it almost impossible to order great food, despite the wealth of incredible restaurants in the city. Fast forward 5 years and we operate in 13 countries with over 50,000 riders who deliver orders from 50,000 restaurants in over 200 cities worldwide. 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 are providing people with limitless access to different cuisines and restaurants, turning cooking from a chore to a choice, and giving people the freedom to eat what they want, when they want, where they want it. We work with riders, restaurants and consumers. We operate one of the most complex three sided marketplaces in the world and we do this in real time. Millions of customers and thousands of restaurants and riders rely on us to match them within milliseconds. The algorithms behind that marketplace are the secret sauce that allows us to deliver our orders in under 30 minutes. And we're just getting started The scale of the opportunity ahead of us is immense. The global food market is valued at 7.7 trillion but only 1% of it is currently online. Contrast that with the digital disruption of countless other industries - from banking and travel to retail and communications - it's clear that our journey in the food sector has only just begun. We are already a multi-billion dollar company that is more than doubling in size every year. Deliveroo came top in the FT's' list of Europe's fastest growing 1000 companies in 2018, and we were the first company ever to win Deloitte's 'UK Top 50' two years in a row. Yet most of the extraordinary value this company will generate lies ahead of us. The role In this role you'll play a huge role in designing our refund policies and supporting the automation of our interactions with customers. You will be working with a young and dynamic team and reporting to the Global Head of Care Policy and Automation. You could be involved in leading some of the below workstreams: * Enabling customers to use self-serve * Define and prioritise the types of contacts we want to take in self-serve * Work with the technology and policy teams to implement new ways for our customers to handle queries in self-serve * Explore further levels of automation (e.g. chatbots etc.) * Owning the library of compensation policies * Testing return on investment of our refunds platform * Ensuring global alignment in customer outcomes * Ensuring compliance with legal obligations * Encouraging adoption of automated customer care * Define ways to prompt customers to use the self-serve product * Work with technology teams to implement behavioural pushes Requirements Essential: * Experience as a Senior Associate Consultant / Senior Business Analyst (or equivalent) in a top-tier consultancy or strategy function in a top-tier corporate * Strong communication and stakeholder management skills with the ability to influence others * Degree from a top university * Solid Excel/Google Sheets and modelling skills i.e., pivot tables and INDEX MATCH * Effective PowerPoint/Google Slides skills in terms of speed and quality of output Life at Deliveroo We are a small team, with very large impact, seeking to answer some of the most interesting questions out there. We move fast, we're always looking for new ideas and we're very transparent about the decision s we make and why we make them. There are so many questions we need to answer and plenty more we haven't even encountered. How do data and technology help restaurants to grow as consumer habits change? How can we predict what someone wants to order for dinner long before the idea has even crossed their mind? At Deliveroo these are just some of the tough problems we are solving - and there is no challenge that cannot be yours. No solution is owned by a particular team, which means the scope for growth and personal impact is enormous. 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. In 2018 we announced our decision to give every employee equity in the company. We did this because we wanted all of our employees, regardless of location, level or role to be owners and because we believe that this is the right thing to do. We believe this helps build a culture where everyone is committed and able to share in the company's success. We believe a great workplace is on

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