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- Tasks: Lead initiatives to enhance customer and agent experiences in our marketplace.
- Company: Join a tech-driven company transforming shopping and eating, connecting communities through food.
- Benefits: Enjoy healthcare, parental leave, pensions, and generous leave allowances tailored by country.
- Why this job: Be part of a fast-growing team that values autonomy, innovation, and impactful ideas.
- Qualifications: Experience in process design, strong analytical skills, and knowledge of improvement methodologies required.
- Other info: Opportunity to work cross-functionally and be part of a 24/7 on-call rota.
The predicted salary is between 28800 - 43200 £ per year.
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.
- Prioritising incoming work aligned with business goals to ensure impactful outcomes.
Requirements:
- 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 in 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 prioritise 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.
Process Analyst employer: Deliveroo
Contact Detail:
Deliveroo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Process Analyst
✨Tip Number 1
Familiarise yourself with process improvement methodologies like Lean, Six Sigma, or Agile. Being able to discuss these frameworks during your interview will show that you understand the tools necessary for the role and can contribute effectively from day one.
✨Tip Number 2
Prepare examples of how you've successfully identified and resolved bottlenecks in previous roles. Use the STAR method (Situation, Task, Action, Result) to structure your responses, as this will help you articulate your experience clearly and effectively.
✨Tip Number 3
Research our company culture and values, particularly around autonomy and innovation. Be ready to share how your personal values align with ours, and think of ways you can bring new ideas to the table that could enhance our processes.
✨Tip Number 4
Network with current or former employees on platforms like LinkedIn. Engaging with them can provide insights into the role and the company, and may even lead to a referral, which can significantly boost your chances of landing the job.
We think you need these skills to ace Process Analyst
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the responsibilities and requirements of the Process Analyst position. Tailor your application to highlight relevant experiences that align with the role.
Highlight Relevant Experience: Emphasise your experience in designing processes, especially in a contact centre environment. Use specific examples to demonstrate your analytical skills and ability to improve customer and agent experiences.
Showcase Your Skills: Mention any knowledge of process improvement methodologies like Lean, Six Sigma, or Agile. If you have a Business Process Manager certification, be sure to include it, as it will strengthen your application.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for the company's mission and how your skills can contribute to their goals. Make sure to address how you can enhance the marketplace support and streamline operations.
How to prepare for a job interview at Deliveroo
✨Understand the Company Mission
Before your interview, make sure you fully grasp the company's mission to transform shopping and eating. This will help you align your answers with their goals and demonstrate your enthusiasm for their vision.
✨Showcase Your Analytical Skills
As a Process Analyst, you'll need strong analytical skills. Be prepared to discuss specific examples of how you've used data to identify process improvements in previous roles, especially in fast-paced environments.
✨Highlight Cross-Functional Collaboration
Since the role involves working with various teams, share experiences where you've successfully collaborated across departments. Emphasise your ability to build relationships and communicate effectively with different stakeholders.
✨Familiarise Yourself with Process Improvement Methodologies
Brush up on methodologies like Lean, Six Sigma, or Agile. Be ready to discuss how you've applied these techniques in past roles to enhance processes and improve customer experiences.
