Hybrid Position - 3 days in HQ London Site

Unfortunately we are unable to offer Visa sponsorship / relocation for this position.

At Deliveroo, customer experience is at the heart of our mission to build the definitive food company - in this role you will be too.

Reporting into the Head of Policy and Compensation, the Senior Global Rider Policy Analyst is responsible for creating and executing effective policies and processes to establish compliance with our rider code of conduct, while preventing and acting on rider fraud and abuse that lead to bad customer outcomes. 

You and your team will work closely with multiple stakeholders globally including Data Science, Customer Care, Rider Operations, Legal, Comms, Policy and Product. You will  ensure that we have the right policies and processes in place to combat rider fraud and abuse in a scalable way while protecting both the customer experience and our riders’ safety and access to work. 

What you’ll be doing

Process and Project Management Responsibilities:

• Working alongside the Global Rider Behaviour Manager to define the Rider policy strategy, with the aim to curb rider fraud and abuse, as well as closing any gaps in compliance adherence. 
• Develop effective partnerships with product, data science, public relations, policy and legal internal stakeholders to provide expert rider fraud and abuse knowledge and define business and functional requirements. 
• Build relationships with our rider and customer operations teams globally, to ensure sufficient communication and knowledge sharing on improvements to our policies and processes. 
• Develop a deep understanding of our rider operating model to identify and define relevant key measures and metrics on the effectiveness of our fraud detection signals and execution of our policies, reporting this to relevant senior stakeholders across the business.
• Proactively identifying opportunities for product loopholes and improvements, as well as sharing emerging threats/trends. 
• Assisting in identification of the highest priority issues or problem areas and working with other trust and operations teams to drive forward solutions.
• Conduct fraud impact and risk assessments, providing recommendations after considering cost, operations and legal implications.

Requirements

• Thrives in a dynamic work environment and demonstrates agility in responding to evolving situations.
• 3+ years experience in fraud, compliance, operations, consulting or similar
• Excellent communication skills, with some experience in influencing various stakeholders and providing challenge where appropriate
• Ability to manage stakeholders effectively - Build and maintain strong effective relationships with a wide range of stakeholders 
• Project management experience - Manage multiple projects simultaneously; able to prioritise effectively. 
• Data driven and detail oriented - Analyse different sources of information to identify risks, make appropriate decisions and take relevant timely actions

Desirable:

• Experience working with multiple markets
• Experience with Zendesk, Looker and/or SQL is a strong plus

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.'

Workplace & Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth and relocation.

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 startups in an incredibly exciting space.