Head of Customer and Partner Experience

Takeaway; Camden Town; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A global online delivery platform is seeking a leader to drive customer service improvement and innovation. In this pivotal role, you will guide a team to analyze insights and implement strategic initiatives that enhance customer experiences. The ideal candidate has extensive leadership experience, strong analytical skills, and a passion for innovation. This position offers a hybrid working environment in the UK.

Qualifications

• Extensive leadership experience in insights or continuous improvement.
• Ability to translate complex data into actionable insights.
• Proven experience with Lean, Six Sigma, or Design Thinking.

Responsibilities

• Lead a team to drive innovation in customer service.
• Analyze customer feedback to identify improvement opportunities.
• Manage innovation projects and strategic programs.

Skills

Exceptional customer experiences

Leadership in customer service

Strong analytical skills

Stakeholder management

Business improvement methods

Job description

Closing Date: 21/11/25. Location: Sunderland, London or Amsterdam. 3 days a week from your local office & 2 days working from home.

Ready for a challenge? Then Just Eat Takeaway.com might be the place for you. We're a leading global online delivery platform, and our vision is to empower everyday convenience.

Whether it's a Friday-night feast, a post-gym poke bowl, or grabbing some groceries, our tech platform connects tens of millions of customers with hundreds of thousands of restaurant, grocery and convenience partners across the globe. This is a pivotal leadership role where you will be the driving force behind our continuous improvement and innovation agenda within Customer Service. You will lead the charge in unearthing critical insights and translating them into actionable strategies that elevate our service, delight our customers, and empower our teams.

Responsibilities

• Lead and inspire a team of specialists to unearth insights and drive innovation, specifically by developing and executing the Global Customer Service Innovation & Insights Strategy.
• Pioneer new methods for gathering, analyzing, and interpreting customer/partner feedback and operational data.
• Identify significant opportunities for experience improvement and lead the proactive development and implementation of solutions.
• Translate complex data and insights into clear, actionable strategies and compelling narratives for diverse audiences.
• Manage tactical delivery of innovation projects while also developing longer‑term strategic programs, championing a culture of experimentation and continuous learning.
• Act as a natural influencer and collaborator, adept at navigating complex matrix organizational structures to gain buy‑in, drive change, and foster cross‑functional collaboration across multiple departments.
• Possess a proven track record in strategy design and implementation (ideally within a fast‑paced tech environment), comfortable coaching and mentoring teams, and acting as an action‑oriented, pragmatic decision‑maker.

Qualifications

• Passion for exceptional customer experiences combined with a relentless drive for innovation and a proactive approach to challenging the status quo.
• Extensive leadership experience in roles focused on insights, innovation, or continuous improvement within a customer service or operational setting.
• Strong analytical skills to interpret complex data and translate it into clear, actionable insights and strategic recommendations.
• Demonstrated ability to design and execute impactful strategies that deliver measurable results.
• Exceptional stakeholder management and communication skills, with the proven ability to influence and gain buy‑in at all organizational levels.
• Proven experience in business improvement and continuous improvement methodologies (e.g., Lean, Six Sigma, Design Thinking).
• Ability to effectively blend strategic thinking with pragmatic execution, including experience in developing and implementing new technologies, processes, and policies.

Inclusion, Diversity & Belonging: No matter who you are, what you look like, who you love, or where you are from, you can find your place at Just Eat Takeaway.com. We're committed to creating an inclusive culture, encouraging diversity of people and thinking, in which all employees feel they truly belong and can bring their most colourful selves to work every day.

What else is cooking? Want to know more about our JETers, culture or company? Have a look at our career site where you can find people's stories, blogs, podcasts and more JET morsels.

Apply now!