The Team
The Small Medium Business (SMB) team are responsible for Deliveroo's relationships with thousands of independent restaurant and retail partners that operate on the Deliveroo marketplace in several markets across Europe, ensuring that they continue to grow and operate well. The SMB team spans the full life-cycle of partner interactions from initial acquisition, onboarding, reactive support and proactive account management. We do this through our in-house contact centre based in Manchester and in collaboration with our third-party contact centre providers.
The Role
The Commercial Excellence Data Analyst is a critical enabler of Deliveroo’s 2026 SMB Ops objective. This role owns the technical, analytical, and reporting capability that transforms large-scale interaction data into actionable commercial insights. By leveraging NICE Interaction Analytics and LLM technology, the role ensures scalable quality measurement, deep insight generation, and data-driven improvements in agent capability, productivity, and commercial outcomes across the SMB Hub. The role acts as the technical owner and subject‑matter expert for NICE, while also serving as the analytical engine behind the Commercial Excellence team.
What you will do
- 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.
Desired experiences and skills
- 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
Benefits and Diversity
At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a range of great benefits in areas including health, family, finance, community, convenience, growth, time away and relocation. We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. 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. All you need is the desire to be part of one of the fastest growing startups in an exciting space.
A competitive and comprehensive compensation and benefits package
Compensation
- We aim to pay every employee competitively for the role they are performing in their respective location
- Depending on role and location, some employees may be eligible for an annual cash bonus, sign‑on bonus or relocation support
- Up to 5% matched pension contributions
Equity
- Some roles may be eligible for share awards, giving them ownership in Deliveroo and a share in our success
Food
- Free Deliveroo Plus: free delivery and access to special offers
- Team lunches from the best local restaurants
Time away
- 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
Work Life
- 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
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