Process Analyst

Deliveroo; London; On-site; GBP 35,000 - 55,000; Full time

Job summary

Deliveroo, a leading food delivery service, is seeking a Process Analyst to enhance customer and agent experiences. This role involves collaborating with various teams to identify and implement process improvements, aimed at streamlining operations and safeguarding the company's reputation. Candidates should have strong analytical skills and a background in process design, preferably in fast-paced environments.

Benefits

Healthcare

Parental leave

Pensions

Generous leave allowances

Qualifications

• Experience in designing processes, preferably in a contact center environment.
• Strong analytical and communication skills.
• Knowledge of methodologies like Lean, Six Sigma, or Agile.

Responsibilities

• Designing and documenting agent training materials and processes.
• Collaborating with teams to analyze processes and implement solutions.
• Leading analysis of key metrics to identify improvement opportunities.

Skills

Analytical skills

Communication skills

Process Improvement

Attention to detail

Cross-functional collaboration

Education

Business Process Manager certification

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 with a large impact, we value autonomy, ownership, and new ideas.

About the role:

The Process Analyst is responsible for leading initiatives to improve customer and agent experiences across our marketplace. Working with Operations, Product, and Service Excellence teams, you will identify, develop, and implement process improvements, aiming to enhance experiences while safeguarding our reputation and minimizing risks.

What you’ll be doing:

• Designing and documenting agent training materials, processes, and SOPs to enhance support for our marketplace support 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 marketplace support.
• Leading analysis of key metrics, using data to identify improvement opportunities and automation potential.
• Prioritizing incoming work aligned with business goals to ensure impactful outcomes.

Requirements:

• Experience in designing processes, preferably in a contact center environment.
• Strong analytical and communication skills to present ideas clearly to management and teams.
• Experience working on a global or fast-paced environment.
• Attention to detail.
• Ability to work cross-functionally and build external stakeholder relationships.
• Knowledge of process improvement methodologies like Lean, Six Sigma, or Agile; Business Process Manager certification is a plus.
• Proficiency in a second language is desirable.

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

Why Deliveroo:

Our mission is to transform shopping and eating, connecting communities through food and products. We are a fast-growing, innovative company that values speed, autonomy, and new ideas.

We prioritize employee welfare with benefits including healthcare, parental leave, pensions, and generous leave allowances, tailored by country. Please ask your recruiter for details.

Diversity:

We believe a diverse workplace reflects the world we serve. We welcome all candidates regardless of gender, race, sexuality, religion, or other characteristics. We are committed to inclusive hiring and providing necessary adjustments during the application process.

Please view our candidate privacy policy for more information.