Senior Machine Learning Engineer

Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do. Our engineering and product teams tackle some of the most exciting challenges in tech, building systems that impact millions daily. We’re looking for a Senior Machine Learning Engineer to join our Care team. In this role, you’ll help shape the decision making systems that directly impact customer experience, trust, and fairness at Deliveroo. Care is an area with significant opportunity and real customer impact. This is a new headcount role where you’ll take ownership of existing models and help define strong ML foundations in spaces that are still evolving. Your work will span two equally impactful areas: 1) LLM powered customer support and automation. You’ll help build and evolve machine learning systems that understand customer sentiment and tone of voice, supporting a customer support chatbot powered by large language models. A key part of this work is ensuring quality, reliability, and trust in production ML systems. 2) Customer compensation and refund decisions. You’ll design and build machine learning models from the ground up to move beyond static rules and heuristics. These models will determine fair and consistent compensation outcomes across a wide range of customer scenarios, balancing customer satisfaction, cost, and long term trust.