Commercial Excellence - Data Analyst (SMB Hub) at Deliveroo

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.