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For Companies At a Glance
- Tasks: Lead strategic programmes to enhance customer experience and operational excellence.
- Company: Join Deliveroo, a tech-driven company transforming how we shop and eat.
- Benefits: Enjoy competitive benefits including healthcare, generous leave, and support for charitable causes.
- Why this job: Make a real impact in a fast-paced environment while driving change across diverse teams.
- Qualifications: Proven experience in programme leadership and strategic planning with strong communication skills.
- Other info: Embrace diversity and inclusion in a dynamic workplace that values your unique contributions.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Senior Programme Manager – Customer Experience (12 Month Maternity Cover) - L5
February 2026 - start date
Hybrid role - 3 days office - London
Why Deliveroo
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 transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.
We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.
About the role
We are looking for an experienced Senior Programme Manager to join the Customer Experience Programme Management Function for a 12-month fixed-term maternity cover. This role is central to delivering complex programmes that improve service quality, reduce cost, and scale operational excellence across Deliveroo’s global support ecosystem — including Customer Care, Partner Services Centre (PSC), Rider Services Centre (RSC) and Trust/Fraud.
Reporting to the Head of Customer Experience Programme Management, you will orchestrate the delivery of strategic, cross-functional programmes that span operations, product, strategy, technology and markets. You will ensure benefits realisation, clarity, alignment, and momentum across multiple teams to land change effectively and sustainably.
What You’ll Be Doing
- Lead Strategic Programmes: Manage the end-to-end delivery of high-impact initiatives across Support and Trust, ensuring robust planning, governance, and progress tracking.
- Programme Governance & Reporting: Establish clear structures for status tracking, risk management, and executive reporting, ensuring transparency and accountability.
- Cross-Functional Alignment: Build trusted relationships with senior stakeholders across Product, Markets, Tech, Data Science, Strategy, Operations, facilitating alignment, managing dependencies, and removing delivery barriers.
- Insight & Impact Measurement: Monitor progress and impact on success metrics, and communicate impact clearly and persuasively to senior leadership throughout the programme lifecycle.
- Champion Best Practices: Embed programme management excellence across the group by developing and implementing effective frameworks, tools, and ways of working that enable consistent, high-quality delivery.
Qualifications
- Extensive Programme Leadership: Proven experience delivering complex, cross-functional programmes with measurable business impact across multiple markets or functions.
- Strategic Planning & Delivery: Able to translate strategy into actionable roadmaps, manage interdependencies, and drive effective execution in ambiguous environments.
- Change Leadership: Skilled in leading large-scale change, influencing adoption of new tools and processes, and driving alignment across senior stakeholder groups.
- Operational & Commercial Acumen: Strong understanding of customer operations or service environments, balancing efficiency, quality, and experience.
- Structured & Analytical Thinking: Excellent problem-solving skills, with the ability to interpret data, anticipate risks, and make clear, evidence-based recommendations.
- Communication & Influence: Exceptional communicator, comfortable engaging senior audiences, simplifying complexity, and enabling clear decision-making.
- Collaboration & Resilience: Able to lead through influence, coordinate across diverse teams, maintaining focus and momentum in fast-paced, evolving and uncertain contexts.
Benefits
Workplace & Benefits: At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.
Diversity & Inclusion
At Deliveroo, we believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest-growing businesses in a rapidly growing industry.
We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don’t hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.
Senior Programme Manager - Maternity 12m FTC in City of London employer: Deliveroo
Contact Detail:
Deliveroo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Programme Manager - Maternity 12m FTC in City of London
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those at Deliveroo. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview by knowing your stuff. Research Deliveroo's mission and values, and think about how your experience aligns with their goals. Show them you're not just another candidate!
✨Tip Number 3
Practice makes perfect! Run through common interview questions with a mate or in front of the mirror. The more comfortable you are, the better you'll come across during the real deal.
✨Tip Number 4
Don't forget to follow up! After your interview, drop a quick thank-you email to express your appreciation. It shows you're keen and keeps you on their radar. Plus, we love seeing candidates who take initiative!
We think you need these skills to ace Senior Programme Manager - Maternity 12m FTC in City of London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in programme management. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you've led successful programmes in the past. Quantify your impact where possible – numbers speak volumes!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your writing is easy to read and free of jargon. This will help us see your communication skills right away.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way to ensure it gets into the right hands and helps us keep track of all applications efficiently.
How to prepare for a job interview at Deliveroo
✨Know the Company Inside Out
Before your interview, dive deep into Deliveroo's mission and values. Understand how they connect consumers, restaurants, and riders. This will help you align your answers with their goals and show that you're genuinely interested in being part of their transformation.
✨Prepare for Programme Management Questions
Expect questions about your experience in managing complex programmes. Be ready to discuss specific examples where you've led cross-functional teams, tackled challenges, and delivered measurable results. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Showcase Your Change Leadership Skills
Deliveroo is looking for someone who can lead large-scale change. Prepare to share instances where you've influenced stakeholders and driven adoption of new processes or tools. Highlight your ability to navigate ambiguity and maintain momentum in fast-paced environments.
✨Communicate Clearly and Confidently
As a Senior Programme Manager, you'll need to engage with senior audiences. Practice simplifying complex ideas and presenting them clearly. Be prepared to discuss how you measure success and communicate impact effectively throughout a programme's lifecycle.
