Senior Program Manager – Customer Experience

Senior Program Manager – Customer Experience SENIOR PROGRAM MANAGER – CUSTOMER EXPERIENCE (12-MONTH FTC) Location: London Working pattern: Hybrid 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 contract. 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. WHAT YOU’LL NEED TO THRIVE - 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. 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 ... (truncated, view full listing at source)