Programme Manager – Customer Experience

Programme Manager – Customer Experience

Why Delivero

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 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.

What You’ll Be Doing

• Programme/Project Delivery:

  • 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.

• Cross-Functional Coordination:

  • 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.

• Impact Tracking:

  • Support definition of success metrics and track progress against them.

  • Gather insights and data to measure impact and ensure benefits are understood by stakeholders.

• Governance & Reporting:

  • 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.

• CX Intake & Demand Management:

  • Support the intake process for change requests into Operations and Strategy, ensuring submissions are logged, assessed, and routed appropriately

• Ways of Working & Continuous Improvement:

  • 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

• Experience & Delivery Skills: 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.

• Problem-Solving & Analytical Skills: 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.

• Communication & Stakeholder Management: clear communicator, able to present updates in a simple, structured way. Able to coordinate effectively across teams and influence without authority.

• Adaptability & Collaboration: 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.

• Operational Understanding: awareness of customer operations, service environments, or similar operational contexts is a strong advantage

• Ownership & Play to Win Mindset: 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.

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

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.