Process Excellence Analyst

THE ROLE

We are looking for a proactive, data-driven Process Excellence Analyst to join our Merchant Excellence team.

KEY RESPONSIBILITIES

Continuous Improvement & Data-Driven Identification

• Merchant Interaction Analysis: Deep-dive into interactions (e.g., chat transcripts, emails, call volumes) to identify trending merchant friction points, repetitive queries, and process gaps.

• Proactive Auditing: Go beyond surface-level metrics to analyse touchpoints across the entire merchant lifecycle from onboarding to daily operations

• Data-Driven Insights: Synthesize qualitative agent feedback with quantitative interaction data (e.g., Contact Rate per Merchant, Repeat Contact Rate, Sentiment Analysis) to build data-backed business cases for process change.

• Process Mapping: Document "as-is" workflows and translate messy, fragmented procedures into clean, standardised blueprints.

Solution & Process Redesign

• End-to-End Redesign: Conceptualise, test, and implement scalable "to-be" processes that improve both the merchant experience and agent productivity.

• Automation & Tooling: Partner with Product and Tech teams to eliminate manual work through automation, better routing, or UI/UX improvements in internal tools.

• Change Management: Create clear SOPs (Standard Operating Procedures) and documentation to ensure smooth rollouts of new processes.

Workload Management & Governance

• Jira Ownership: Utilise Jira as the "single source of truth" to log, prioritise, track, and manage the lifecycle of all optimisation projects.

• Metrics & Reporting: Establish KPIs to measure the success of implemented solutions (e.g., reduction in Handle Time, increased First Contact Resolution, improved Merchant NPS).

Global Stakeholder Management

• Cross-Functional Collaboration: Act as the connective tissue between Product, Operations, Quality Assurance, and regional leadership across our global markets.

• BPO/Outsourcer Alignment: Work closely with external outsourcing partners to ensure new processes are realistically executable on the front lines and consistently adopted.

WHAT WE’RE LOOKING FOR

Qualifications & Experience

• Analytical Background: Proven ability to translate raw merchant interaction data and metrics into actionable process redesigns.

• Global Mindset: Track record of managing stakeholders across different cultures, time zones, and business units (including external BPOs).

• Methodology: Familiarity with Continuous Improvement frameworks (Lean, Six Sigma, Agile) is a plus.

Soft Skills

• Proactive Mindset: You don’t wait to be told what to fix; you enjoy digging into data and talking to agents to find the problems yourself.

• Strong Communicator: Ability to translate complex operational problems into simple, actionable solutions.

• Influence Without Authority: Adept at rallying global, cross-functional teams around a shared vision or process change.

Why?

• High Impact: You will have the autonomy to directly shape how our merchants experience our brand and how our agents work every day.

• Global Scale: Exposure to diverse markets and a truly international operating model.

• Growth Environment: A fast-paced, collaborative team culture that values innovation and data-backed experimentation.

Why Join Us?

At Deliveroo, you’ll do work that matters, solving real-world problems in a three-sided marketplace that’s constantly evolving. We’re food lovers, problem solvers, community builders and more, brought together by a shared drive to make things better. Working here you can expect to:

• 🔧 Make a visible impact every day – Your work directly improves experiences for customers, partners and riders.

• 🌱 Learn fast in an entrepreneurial environment – Work close to the market with autonomy, pace and real responsibility.

• 🧠 Build a career, not just a role – Stretch yourself, develop new skills and grow as the business evolves.

• 🌎 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. Find more about how we hire here https://careers.deliveroo.co.uk/how-we-hire/.

Our Global Structure

Deliveroo is now part of DoorDash, bringing together teams with even greater reach, scale, and ambition. Depending on your role, you may collaborate with teammates, systems, and leaders across DoorDash and Wolt. Together, we’re unlocking new possibilities as one global team.

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. We’ll share details on how to request support so we can ensure you have a fair and equitable experience.

If you’re excited about making a real impact in a fast-moving marketplace and growing your career alongside ambitious, supportive teams, we’d love to hear from you!