About the job
The Team
Join our dynamic Small Medium Business (SMB) team at Deliveroo, where we forge strong relationships with a multitude of independent restaurant and retail partners across Europe. Our mission is to ensure their growth and success on the Deliveroo marketplace. We manage the entire spectrum of partner interactions, from acquisition and onboarding to proactive account management, all through our Manchester-based contact center and our external partners.
The Role
As a pivotal member of our team, the Commercial Excellence Data Analyst will drive Deliveroo’s 2026 SMB operations objectives. You will harness your technical prowess and analytical skills to convert extensive interaction data into meaningful commercial insights. By utilizing NICE Interaction Analytics and LLM technology, you will enable scalable quality assessments, generate profound insights, and enhance agent effectiveness and productivity, ultimately boosting commercial performance within the SMB Hub. This role will position you as the technical expert for NICE and the analytical backbone of the Commercial Excellence team.
Your Responsibilities
Serve as the key technical liaison with suppliers, overseeing system development, configuration, testing, troubleshooting, and ongoing optimization.
Oversee the comprehensive configuration of Interaction Analytics, Speech Analytics, and LLM auto-scoring, including prompts, scorecards, workflows, user accounts, and permissions.
Identify and resolve data quality, performance, or automation challenges to ensure high-quality, scalable analysis.
Deliver in-depth analytical insights across various SMB business areas, prioritizing requests from leaders and senior stakeholders.
Translate complex datasets into clear, actionable insights that connect agent behavior, call quality, merchant sentiment, and commercial results.
Manage all SMB Hub reporting for the Commercial Excellence team.
Automate reporting processes to minimize manual workload and enhance scalability.
Facilitate the transition to AI-driven quality assessments by streamlining calibration processes and increasing consistency across evaluations.
