Senior Strategy Manager - Customer Experience and Refunds

About this role

## Strategy Manager, Customer Experience and Refunds

Location: London

Working pattern: Hybrid

Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do. Our Customer Care team supports Deliveroo’s customers, riders, and restaurant partners—delivering thoughtful, efficient, and empathetic service at every interaction. Whether solving live issues, building proactive support experiences, or driving continuous improvement through data and insights, we are champions of service excellence across our entire marketplace. If you care deeply about people and love making things better—this is the place for you.

We’re looking for a Strategy Manager, Customer Experience and Refunds to join our Marketplace Support & Service Excellence team. In this role, you’ll help us deliver fair, timely and high-quality resolutions across our three-sided marketplace — supporting customers, riders and partners when it matters most.

## What You’ll Be Doing

You’ll be joining the Service Excellence team, working at the forefront of defining and enhancing consumer-facing policies that impact compensation costs and the customer experience (CX) in Care.

Here’s what your day-to-day might look like:

• **Design and evolve consumer policies** to meet company objectives and support new initiatives, ensuring compliance across all global markets.
• **Identify strategic opportunities to improve CX** and compensation design by collaborating with Product, Tech, Commercial, and Care Operations.
• **Analyse and report on trends** in compensation and refund costs to pinpoint drivers of poor customer outcomes or fraud loopholes.
• **Partner with Trust teams** to identify, analyse, and tackle new vectors of abusive and fraudulent behaviours across the platform.
• **Lead project management and governance** for new policy roll-outs, ensuring effective stakeholder communication and rigorous impact tracking.

## **What Y...