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Programme Manager – Customer Experience

deliveroo.co.uk Logo

DELIVER

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Location:
United Kingdom, London

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We are looking for a Programme Manager to join the Customer Experience Programme Management function. In this role, you will help deliver cross-functional programmes and projects that improve service quality, operational efficiency, and scalability across Deliveroo’s global support ecosystem — including Customer Care, Partner Services Centre (PSC), Rider Services Centre (RSC), and Trust/Fraud teams. Reporting to the Head of Customer Experience Programme Management, you will support the delivery of medium initiatives, working closely with senior programme managers, product teams, operations, data science, and market stakeholders. You will bring structure, clarity, and momentum to programme delivery and CX governance, as well as help ensure successful implementation of change.

Job Responsibility:

  • Manage the day-to-day delivery of defined workstreams or smaller programmes, ensuring clear plans, timelines, and coordination
  • Support senior programme managers on larger cross-functional initiatives, including planning, dependency management, and status tracking
  • Work closely with Product, Operations, Markets, Tech, Strategy, and Data Science teams to ensure alignment on scope, timelines, and responsibilities
  • Facilitate workshops, working sessions and stand-ups to maintain clarity and momentum
  • Support definition of success metrics and track progress against them
  • Gather insights and data to measure impact and ensure benefits are understood by stakeholders
  • Prepare and maintain project documentation such as plans, RAID logs, and progress updates
  • Provide accurate reporting to stakeholders, escalating risks and issues proactively
  • Coordinate key governance processes within the CX organisation, helping maintain clear operating rhythms and ensuring the right information flows to support decision-making
  • Support the intake process for change requests into Operations and Strategy, ensuring submissions are logged, assessed, and routed appropriately
  • Contribute to improving programme management practices, tools, templates, and ways of working within the Customer Experience organisation
  • Share lessons learned, help drive consistency, and support capability-building across teams

Requirements:

  • proven experience delivering multi-stakeholder or cross-functional projects or programmes, ideally in a fast-paced operational or customer-facing environment
  • Strong organisational skills, with the ability to manage detailed plans, track risks, and drive execution against timelines
  • structured thinker able to break down problems, interpret data, and identify issues early
  • Comfortable working with data to support decision-making and to evaluate impact
  • clear communicator, able to present updates in a simple, structured way
  • Able to coordinate effectively across teams and influence without authority
  • comfortable working in an evolving environment, balancing multiple priorities and dealing with uncertainty
  • Strong team player who builds trust and works well with different functions and markets
  • awareness of customer operations, service environments, or similar operational contexts is a strong advantage
  • self-starter with a strong sense of ownership, able to take initiative and drive work forward with limited guidance
  • Proactive, solutions-oriented, and motivated to deliver high-quality outcomes
What we offer:
  • competitive and comprehensive compensation and benefits package
  • aim to pay every employee competitively for the role they are performing in their respective location
  • some employees may be eligible for an annual cash bonus, sign-on bonus or relocation support
  • Up to 5% matched pension contributions
  • Some roles may be eligible for share awards
  • Free Deliveroo Plus: free delivery and access to special offers
  • Team lunches from the best local restaurants
  • 25 days annual leave plus bank holidays, increasing with length of time spent working at Deliveroo
  • One day of paid leave per year to volunteer with a registered charity
  • Funded single cover healthcare on our core plan, with the option to add family members at own cost
  • On-site gym (HQ), discounted external gym membership
  • Access to wellbeing apps such as LesMills+, Strava, Headspace, Yogaia via GymPass
  • Discounted dental insurance and a range of other flexible benefits, such as critical illness cover, partner life cover, travel insurance, health assessments
  • Life assurance
  • Maternity, paternity and maternity and shared parental leave, eligible from day one of employment
  • Excellent kit to enable working from home and a parent-friendly working culture
  • Access to free mortgage advice
  • Cycle to Work Scheme or Season Ticket Loans, depending how you wish to travel
  • Excellent learning and development opportunities and access to RooLearn, our learning platform, packed with high-quality training and content
  • Regular Employee Resource Group (ERG) led social events – examples include dinners, dance lessons and in-office yoga sessions
  • Summer and end-of-year parties

Additional Information:

Job Posted:
December 08, 2025

Employment Type:
Fulltime
Work Type:
On-site work
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