Senior Continuous Improvement Analyst

Job Description

Senior Continuous Improvement Analyst

Marketplace Support

Why 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.

The Role

You will monitor and review procedures and processes and make recommendations for improvement where needed. You will be an expert in our tools (both agent and agent facing) and understand the capability of those tools relating to the end user experience for both our Customers and Agents.

This role will focus on:

• Reduction in CPO (cost per order)

• Improvement in Customer Experience metrics

• Reduction in AHT (average handle time)

• Reduction in Resolution Time

What you will be doing:

• Identify and drive out failure demand and reduce DSAT and Exec Complaints

• To identify the root cause for complaints and escalations and address with your wider business Stakeholders to eliminate them

• Own the definition, maintenance and strategic refinement of all analysis content and insights within a speech and text analytics tool

• Support the definition of opportunities for further AI integration and process automation

• Identify improvement opportunities in our current processes to drive efficiency (reduction in Agent Handle Time) and enhance our Customer journey (reduction in resolution time)

• Build and maintain a CI roadmap

• Engage regularly with the Care team to understand any new or underlying pain points

• Work closely with our Training, Process and Quality teams to identify gaps and lead on initiatives to drive improvement

• Build relationships with key Stakeholders across the business

• Identify key departments who have an impact on the Care team

• Work with key stakeholders in implementing positive changes to processes, making your requirements clear in order to gain buy-in

• Be part of a 24/7 on-call rota, roughly 2 weeks per quarter

Requirements

We are looking for someone with:

• Good analytical skills

• Project management skills

• Ability to influence stakeholders

• Comprehensive knowledge of our internal tools and processes

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.