Process Analyst

TN United Kingdom; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

Join a forward-thinking company that is revolutionizing the way people shop and eat. As a Process Analyst, you will lead initiatives to enhance customer and agent experiences in a dynamic marketplace. Collaborate with cross-functional teams to design processes and implement data-driven improvements. This role offers the chance to make a significant impact while enjoying a supportive work environment that values innovation and employee welfare. Be part of a diverse team dedicated to transforming communities through technology and convenience.

Benefits

Healthcare

Well-being Programs

Parental Leave

Pensions

Generous Leave Policies

Qualifications

• Proven experience in designing processes, preferably in a contact centre environment.
• Strong analytical and communication skills to present ideas clearly.

Responsibilities

• Designing and documenting processes, training materials, and SOPs.
• Collaborating with teams to analyze processes and implement solutions.

Skills

Process Design

Analytical Skills

Communication Skills

Cross-functional Collaboration

Attention to Detail

Process Improvement Methodologies

Proficiency in a Second Language

Job description

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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 making access to food and products more convenient and enjoyable, giving people the opportunity to buy what they want, when and where they want it.

We are a technology-driven company at the forefront of a rapidly expanding industry. As a small team making a large impact, we value autonomy, ownership, and innovative ideas.

About the role:

The Process Analyst is responsible for leading initiatives to improve customer and agent experience across our marketplace. Working with Operations, Product, and Service Excellence teams, you will identify, develop, and implement process improvements, solving problems at scale to enhance user experience while protecting our reputation and minimizing financial and regulatory risks.

What you’ll be doing:

• Designing and documenting processes, training materials, and SOPs to enhance support for marketplace agents, consumers, riders, and restaurants.
• Collaborating with cross-functional teams to analyze processes, identify bottlenecks, and implement solutions to streamline operations.
• Maintaining process documentation and guidelines to improve overall experience.
• Leading data-driven analysis to identify opportunities for improvement and automation, and prioritizing initiatives.
• Assessing and prioritizing incoming work aligned with business objectives for impactful results.

Requirements:

• Proven experience in designing processes, preferably in a contact centre environment.
• Strong analytical and communication skills to present ideas clearly to management and teams.
• Experience working on a global scale or in fast-paced environments.
• Attention to detail is essential.
• Ability to work cross-functionally and build relationships with stakeholders.
• Understanding of process improvement methodologies like Lean, Six Sigma, or Agile; Business Process Manager certifications are a plus.
• Proficiency in a second language is desirable.

Note: Be part of a 24/7 on-call rota, approximately 2 weeks per quarter.

Why Deliveroo:

Our mission is to transform shopping and eating habits, connecting communities with food and products. We are a technology-driven company making a significant impact in a rapidly growing industry. We value speed, autonomy, and innovation.

We prioritize employee welfare with benefits including healthcare, well-being programs, parental leave, pensions, and generous leave policies. Benefits vary by country; please consult your recruiter for details.

Diversity:

At Deliveroo, we celebrate diversity and strive for an inclusive workplace. We welcome applicants regardless of gender, race, sexuality, religion, or other characteristics. We are committed to equitable hiring and providing necessary adjustments for candidates requiring support.

Please review our candidate privacy policy for more information.