Programme Manager – Customer Experience Jobs

DELIVER

Location:
United Kingdom, London

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

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.

Job Responsibility:

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
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
Support definition of success metrics and track progress against them
Gather insights and data to measure impact and ensure benefits are understood by stakeholders
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
Support the intake process for change requests into Operations and Strategy, ensuring submissions are logged, assessed, and routed appropriately
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:

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
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
clear communicator, able to present updates in a simple, structured way
Able to coordinate effectively across teams and influence without authority
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
awareness of customer operations, service environments, or similar operational contexts is a strong advantage
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

What we offer:

competitive and comprehensive compensation and benefits package
aim to pay every employee competitively for the role they are performing in their respective location
some employees may be eligible for an annual cash bonus, sign-on bonus or relocation support
Up to 5% matched pension contributions
Some roles may be eligible for share awards
Free Deliveroo Plus: free delivery and access to special offers
Team lunches from the best local restaurants
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

Additional Information:

Job Posted:
December 08, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Programme Manager – Customer Experience