Commercial Excellence Data Analyst

• Act as the primary technical liaison with key suppliers, leading on system development, configuration, testing, troubleshooting, upgrades, and ongoing optimisation
• Own the end-to-end configuration of Interaction Analytics/ Speech Analytics and LLM auto-scoring, including prompts, scorecards, workflows, user accounts, and permissions
• Proactively identify and resolve data quality, performance, or automation issues to maintain high-quality analysis at scale
• Deliver deep-dive analytical insights across SMB departmental business areas, prioritised through requests from the Commercial Excellence Team Leader, Heads of Department and other senior stakeholders across Deliveroo
• Translate complex data into clear, actionable insights that link agent behaviour, call quality, merchant sentiment, and commercial outcomes
• Own all SMB Hub reporting for the Commercial Excellence team
• Automate reporting outputs where possible to reduce manual effort and increase scalability
• Support the team’s transition to AI-led quality by reducing manual calibration effort and increasing consistency across evaluations

• Strong experience in advanced data analysis, ideally within an Ops, Quality Assurance, or Commercial environment
• Strong stakeholder management skills with the ability to prioritise competing analytical requests
• Ability to conduct advanced analysis across large datasets
• Experience working with SalesForce
• Experience working with speech analytics/ AI technologies
• Can speak fluent English

Not compulsory however it would be helpful if the candidate has had experience working within Contact Centre environments

• 25 days annual leave plus bank holidays, increasing with length of time spent working at Deliveroo
• One day of paid leave per year to volunteer with a registered charity
• Funded single cover healthcare on our core plan, with the option to add family members at own cost
• On-site gym (HQ), discounted external gym membership
• Access to wellbeing apps such as LesMills+, Strava, Headspace, Yogaia via GymPass
• Discounted dental insurance and a range of other flexible benefits, such as critical illness cover, partner life cover, travel insurance, health assessments
• Life assurance
• Maternity, paternity and maternity and shared parental leave, eligible from day one of employment
• Excellent kit to enable working from home and a parent-friendly working culture
• Access to free mortgage advice
• Cycle to Work Scheme or Season Ticket Loans, depending how you wish to travel
• Excellent learning and development opportunities and access to RooLearn, our learning platform, packed with high-quality training and content
• Regular Employee Resource Group (ERG) led social events – examples include dinners, dance lessons and in-office yoga sessions
• Summer and end-of-year parties
• Free Deliveroo Plus: free delivery and access to special offers
• Team lunches from the best local restaurants
• Up to 5% matched pension contributions