Job Opportunities API

THE ROLE We are looking for a proactive, data-driven Process Excellence Analyst to join our Merchant Excellence team. KEY RESPONSIBILITIES Continuous Improvement & Data-Driven Identification - Merchant Interaction Analysis: Deep-dive into interactions (e.g., chat transcripts, emails, call volumes) to identify trending merchant friction points, repetitive queries, and process gaps. - Proactive Auditing: Go beyond surface-level metrics to analyse touchpoints across the entire merchant lifecycle from onboarding to daily operations - Data-Driven Insights: Synthesize qualitative agent feedback with quantitative interaction data (e.g., Contact Rate per Merchant, Repeat Contact Rate, Sentiment Analysis) to build data-backed business cases for process change. - Process Mapping: Document "as-is" workflows and translate messy, fragmented procedures into clean, standardised blueprints. Solution & Process Redesign - End-to-End Redesign: Conceptualise, test, and implement scalable "to-be" processes that improve both the merchant experience and agent productivity. - Automation & Tooling: Partner with Product and Tech teams to eliminate manual work through automation, better routing, or UI/UX improvements in internal tools. - Change Management: Create clear SOPs (Standard Operating Procedures) and documentation to ensure smooth rollouts of new processes. Workload Management & Governance - Jira Ownership: Utilise Jira as the "single source of truth" to log, prioritise, track, and manage the lifecycle of all optimisation projects. - Metrics & Reporting: Establish KPIs to measure the success of implemented solutions (e.g., reduction in Handle Time, increased First Contact Resolution, improved Merchant NPS). Global Stakeholder Management - Cross-Functional Collaboration: Act as the connective tissue between Product, Operations, Quality Assurance, and regional leadership across our global markets. - BPO/Outsourcer Alignment: Work closely with external outsourcing partners to ensure new processes are realistically executable on the front lines and consistently adopted. WHAT WE’RE LOOKING FOR Qualifications & Experience - Analytical Background: Proven ability to translate raw merchant interaction data and metrics into actionable process redesigns. - Global Mindset: Track record of managing stakeholders across different cultures, time zones, and business units (including external BPOs). - Methodology: Familiarity with Continuous Improvement frameworks (Lean, Six Sigma, Agile) is a plus. Soft Skills - Proactive Mindset: You don’t wait to be told what to fix; you enjoy digging into data and talking to agents to find the problems yourself. - Strong Communicator: Ability to translate complex operational problems into simple, actionable solutions. - Influence Without Authority: Adept at rallying global, cross-functional teams around a shared vision or process change. Why? - High Impact: You will have the autonomy to directly shape how our merchants experience our brand and how our agents work every day. - Global Scale: Exposure to diverse markets and a truly international operating model. - Growth Environment: A fast-paced, collaborative team culture that values innovation and data-backed experimentation. Why Join Us?   At Deliveroo, you’ll do work that matters, solving real-world problems in a three-sided marketplace that’s constantly evolving. We’re food lovers, problem solvers, community builders and more, brought together by a shared drive to make things better. Working here you can expect to:   - 🔧 Make a visible impact every day – Your work directly improves experiences for customers, partners and riders. - 🌱 Learn fast in an entrepreneurial environment – Work close to the market with autonomy, pace and real responsibility. - 🧠 Build a career, not just a role – Stretch yourself, develop new skills and grow as the business evo