Director of Experience - Design, Content, and User Research
When you first think about Deliveroo, you probably think of getting great food to your house in less than half an hour. Awesome right? But behind the scenes is the real story. This story is one of high growth, huge challenges and an enormous opportunity ahead of us. It began with our founder Will, arriving in London over 7 years ago and finding it almost impossible to order great food, despite the wealth of incredible restaurants in the city. Fast forward 7 years and we operate in 13 countries with over 60,000 riders who deliver orders from 50,000 restaurants in over 500 cities worldwide.
We want to be the definitive food company - the app you go to any time you have a hunger pang. We are transforming the way people think about food. We are providing people with limitless access to different cuisines and restaurants, turning cooking from a chore to a choice, and giving people the freedom to eat what they want, when they want, where they want it.
We work with riders, restaurants and consumers. We operate one of the most complex three sided marketplaces in the world and we do this in real time. Millions of customers and thousands of restaurants and riders rely on us to match them within milliseconds. The algorithms behind that marketplace are the secret sauce that allow us to deliver our orders in under 30 minutes.
And we’re just getting started:
The scale of the opportunity ahead of us is immense. The global food market is valued at £7.7 trillion but only 1% of it is currently online. Contrast that with the digital disruption of countless other industries - from banking and travel to retail and communications - it’s clear that our journey in the food sector has only just begun.
We are already a multi-billion dollar company that is more than doubling in size every year. Deliveroo came top in the FT’s’ list of Europe’s fastest growing 1000 companies in 2018, and we were the first company ever to win Deloitte’s ‘UK Top 50’ two years in a row. Yet most of the extraordinary value this company will generate lies ahead of us.
The Deliveroo Experience team steers the product strategy by ensuring we understand and act on the needs and behaviours of customers around the world. We define how our consumers, riders, restaurants and employees interact with Deliveroo’s products and services. We’re based in London, but our team has a global impact, with our work reaching consumers in Singapore, riders in Dubai, and restaurants in Paris.
We are a growing team of product designers, content designers, and user researchers. Come be a part of building an environment for people to do their best work with a clear sense of identity, purpose and passion to deliver impactful solutions at scale.
The Experience Director will lead and manage a cross-functional team of product designers, content designers, and user researchers for our consumer, rider, or restaurant area. You will champion user-centered thinking on some of the most interesting challenges in the industry, ensuring that our products and services deliver delightful experiences, are built to a world-class standard, and have customer and business impact.
Reporting to the VP of Experience, you will be an integral member of the Experience leadership team, helping actively shape the broader Experience org, foster a spirit of collaboration and teamwork, and enable individuals to develop in their careers.
You will also be a key member of your product group’s leadership team alongside your colleagues in Product Management, Engineering, and Data Science. You will be a customer advocate and reinforce strong bonds that exist between the disciplines. Together you will define the strategy and product roadmap and play a key role in the company’s ongoing success.
On a day to day basis:
Craft product vision, strategy, and execution together with your team and partners across the company such as Engineering, Product Management, Commercial, and Operations.
Imagine and re-imagine the service and user experience for a dynamic and global customer base.
Build world-class products and delightful experiences across an ever growing number of surfaces and services that deliver business impact.
Guide your team in identifying and solving product problems large and small, ensuring our disciplines work seamlessly together.
Empower your team, and people across the organization, to make great decisions that impact the success of the company.
Build bridges as a habit and collaborate across disciplines in ways that amplify your team’s work.
Participate in the recruitment of exceptional talent at all levels to support the growth of your team and the Experience organization.
Create moments of delight across the customer journey and ensure consistent and holistic experiences across everything the team creates.
Create learning and development opportunities for your team.
At least 8 years of experience in a product-design or user-research leadership position.
An excellent grasp of the product-design discipline, and ideally deep familiarity with user research and content design.
Holistic design thinker with a history of building cross-discipline relationships to successfully steer large and complex projects to success.
Many years of experience working in a fast moving, international environment solving problems at scale.
A respected manager who has shaped and evolved an effective and supportive culture.
Several years of experience building and leading high-performing user research, product design and/or content design teams of 5 or more people.
Excellent communication skills with success at getting those around you excited around a shared purpose.
A thoughtful, empathetic, humble mentor and coach who can help nurture the future leaders of the design organisation.
At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away and relocation.
Deliveroo is an equal opportunity employer that is committed to inclusion and diversity. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. We will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. All you need is a real passion for (most) food and a desire to be part of one of the fastest growing start-up’s around.
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