Senior Strategy Manager - Customer Experience and Refunds

Location: London

Working pattern: Hybrid

Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do. Our Customer Care team supports Deliveroo’s customers, riders, and restaurant partners—delivering thoughtful, efficient, and empathetic service at every interaction. Whether solving live issues, building proactive support experiences, or driving continuous improvement through data and insights, we are champions of service excellence across our entire marketplace. If you care deeply about people and love making things better—this is the place for you.

We’re looking for a Strategy Manager, Customer Experience and Refunds to join our Marketplace Support & Service Excellence team. In this role, you’ll help us deliver fair, timely and high-quality resolutions across our three-sided marketplace — supporting customers, riders and partners when it matters most.

What You’ll Be Doing

You’ll be joining the Service Excellence team, working at the forefront of defining and enhancing consumer-facing policies that impact compensation costs and the customer experience (CX) in Care. Here’s what your day-to-day might look like:

• Design and evolve consumer policies to meet company objectives and support new initiatives, ensuring compliance across all global markets.
• Identify strategic opportunities to improve CX and compensation design by collaborating with Product, Tech, Commercial, and Care Operations.
• Analyse and report on trends in compensation and refund costs to pinpoint drivers of poor customer outcomes or fraud loopholes.
• Partner with Trust teams to identify, analyse, and tackle new vectors of abusive and fraudulent behaviours across the platform.
• Lead project management and governance for new policy roll-outs, ensuring effective stakeholder communication and rigorous impact tracking.

What You’ll Need to Thrive

Our ideal candidate will bring strong expertise in some of these areas and curiosity to grow in others:

• Significant experience in fraud, compliance, operations, finance, or consulting within a high-growth marketplace model.
• Strategic problem-solving mindset with a proven ability to use data to drive prioritisation and identify financial growth opportunities.
• Advanced analytical skills, including deep experience with large data sets (Google Sheets/Excel) and ideally SQL or Looker.
• Proven ability to build relationships and influence stakeholders across organisational boundaries, diverse markets, and different languages.
• Excellent project management skills, with a track record of managing multiple complex work-streams simultaneously in a fast-paced environment.

Why Join Us?

At Deliveroo, customer care is central to how we build trust across our marketplace. You’ll work in a fast-paced, global environment where service excellence drives real impact.

• Make a visible impact every day - Your work directly improves outcomes and policy fairness for customers, riders, and restaurant partners.
• Grow through ownership - Take responsibility for complex strategic cases and help shape the future of how we handle global refunds and compensation.
• Develop deep operational expertise - Work across teams and markets to build strong regulatory and service knowledge in a world‑class marketplace.
• Deliver together in an inclusive culture - Collaborative, values-driven teams that support how you work best.

We aim to create a fair process that lets your skills shine — our interview typically includes 3–4 stages. Learn more about how we hire here.

Diversity, Equity and Inclusion

At Deliveroo, we know that a great workplace reflects the world around us and that true diversity and inclusion make us stronger, more creative, and better at what we do. We’re committed to fostering an environment where everyone can do their best work and feel they belong. We believe in equality of opportunity and welcome candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio‑economic background, religion, or belief. If you have a disability or long‑term health condition and need support to apply for one of our roles, or require any reasonable adjustments during the recruitment process, you’ll have the opportunity to let us know once you’ve submitted your application.