Senior User Researcher

Deliveroo
United Kingdom
Permanent
129 days ago
About the job
Job descriptions
Why Deliveroo?

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 5 years ago and finding it almost impossible to order great food, despite the wealth of incredible restaurants in the city. Fast forward 5 years and we operate in 12 countries with over 50,000 riders who deliver orders from 50,000 restaurants in over 200 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 Role

As a Senior User Researcher working in our consumer organisation, you'll be working as part of a multidisciplinary team to scope, carry out, and communicate research projects answering all the critical questions the business has about our consumers. The research and subsequent product changes will affect the user experience of millions of customers worldwide, so this is important, meaningful work on a global scale.

Whether it's understanding what motivates them to order at particular times, unpicking the sequence of decisions they take when building a basket or developing, or testing new ways to recognise and reward loyal customers, you'll be the voice of our users at Deliveroo.

So much of the user experience is dictated by the context in which their order is being placed: whether alone or in company; as a planned indulgence; or as a spontaneous solution to the problem of having nothing to cook. When interacting with Deliveroo, consumers factor in: preferences around cuisines; the time food will take to arrive; cost and value for money; portion sizes; how well the food travels; health considerations and much more besides.

It'll be your job to understand all the dynamics in play for all our user groups, and make sure consumers' needs are represented in all aspects of our decision-making, but especially when it comes to our consumer app.

In addition to being adept at a wide range of methodologies (from ethnography, depth interviews and diary studies to surveys and usability testing) you'll also understand how to synthesise data from multiple sources into compelling, actionable insights and advocate for consumer needs in a rapid-paced, high growth environment where change is the only constant.

Your primary stakeholders will be product directors and managers, designers, data scientists and developers within the consumer product team, but you'll also work closely with colleagues in operations and marketing, as well as international teams from all 12 of our global markets.

Responsibilities
  • Taking ownership of end-to-end project delivery - from building a quarterly research roadmap, to gathering the questions and hypotheses that shape a project, to planning and executing the research, to analysing and sharing your findings with the team
  • Working to provide insight into both formative and evaluative research questions through predominantly qualitative research methods
  • Working closely with the product team to understand research priorities and to build roadmaps which directly action research findings
  • Helping the business understand and empathise with the needs of our consumers, so that everyone is able to make decisions in a user mindset

Requirements

We value intellectual humility, an eagerness to learn and teach, and the ability to move quickly when needed. But above all else, we're looking for someone who is truly passionate about our customers and the changing world of work in which they live.

This role is for you if you:
  • Have extensive experience working in User Research, including time spent working in fast-paced product teams within high-growth tech companies
  • Can act as an ambassador for user research at Deliveroo, championing the importance of understanding not just what our consumers do but why they do it
  • Are confident planning and executing remote research, often internationally
  • Are comfortable not just working on but coaching others through projects across the generative, formative and evaluative spectrum, with varying levels of scope and ambiguity
  • Have an advanced mixed methods toolkit that you are continually updating and refining; your past work will demonstrate how and why to scale nuanced qualitative insight using quantitative approaches
  • Are passionate about quality, rigour, standards and research ethics - both defining and upholding them
  • Past experience researching any of the high level problems our Consumer product teams focus on would be an advantage, but is not essential. These include: purchase decision making; pricing and value for money; loyalty and subscription plans; customer care; search/navigation and personalisation.

Life at Deliveroo

We are a growing team, with very large impact, seeking to answer some of the most interesting questions out there. We move fast, we're always looking for new ideas and we're very transparent about the decisions we make and why we make them.

There are so many questions we need to answer and plenty more we haven't even encountered. How do data and technology help restaurants to grow as consumer habits change? How can we predict what someone wants to order for dinner long before the idea has even crossed their mind? At Deliveroo these are just some of the tough problems we are solving - and there is no challenge that cannot be yours. No solution is owned by a particular team, which means the scope for growth and personal impact is enormous.

Benefits and Diversity

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.

In 2018 we announced our decision to give every employee equity in the company. We did this because we wanted all of our employees, regardless of location, level or role to be owners and because we believe that this is the right thing to do. We believe this helps build a culture where everyone is committed and able to share in the company's success.

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 a passion for (most) food and a desire to be part of one of the fastest growing start-ups around.
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