Data Analyst - Commercial Excellence (SMB Hub)

DeliverooManchester - Main Office

On-site Full-time

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Experience Level

Experience

Qualifications

QualificationsStrong analytical skills with experience in data analytics tools and methodologies. Proficiency in NICE Interaction Analytics and related technologies is highly desirable. Excellent problem-solving abilities and attention to detail. Experience in translating complex data into actionable insights. Ability to work collaboratively with cross-functional teams and communicate effectively with stakeholders.

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.

About Deliveroo

Deliveroo is a leading food delivery service that partners with local restaurants and retailers to bring their offerings directly to customers' doors. Our SMB team is dedicated to nurturing relationships with small and medium-sized businesses to help them thrive on our platform across Europe.

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The TeamJoin 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 RoleAs 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 ResponsibilitiesServe 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.

Apr 2, 2026

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Jan 19, 2026

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Full-time|On-site|Manchester, England, United Kingdom

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Apr 17, 2026

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Financial Crime Analyst - Detection Team (Hybrid in Manchester)

Kroo

Full-time|Hybrid|Manchester, England, United Kingdom

About KrooKroo is on a transformative mission to become the first bank that customers not only trust but truly love. We empower individuals to take charge of their financial futures while ensuring a positive impact on our planet. Integrity, transparency, and honesty are at the core of our values. We are driven by big ambitions and a relentless pursuit of innovation, with a commitment to continuous learning and collaboration.Join Our Detection TeamOur Detection Team comprises diverse professionals from technology, banking, customer experience, marketing, and legal fields, all passionate about our mission. We are committed to understanding customer needs and behaviors to create innovative solutions that make a lasting difference.Your Role:As a Financial Crime Analyst, you will play a crucial role in the Financial Crime Detection Team. Your expertise will help us identify, investigate, and mitigate financial crime risks, ensuring the safety of our bank and customers. Your responsibilities will include:Daily Operations Support: Play an essential role in our daily operations, ensuring tasks are managed efficiently.Investigate Suspicious Transactions: Analyze transaction monitoring alerts to uncover and investigate potential suspicious activities.Conduct Thorough Reviews: Execute detailed checks on periodic and enhanced due diligence alerts for compliance and accuracy.Identify Emerging Trends: Utilize data analysis to spot new financial crime trends and patterns.Manage Payment Reviews: Conduct payment reviews while balancing risk management with customer experience.Collaborate with External Partners: Work alongside other financial institutions and law enforcement to combat and prevent financial crime.Cross-Department Engagement: Collaborate with various teams to support comprehensive financial crime prevention strategies.Process Improvement: Contribute to refining and updating processes, systems, and procedures to enhance effectiveness.This position is designed for individuals who are passionate about financial crime detection and wish to grow their skills in a supportive and dynamic environment.

Apr 10, 2026

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Data Analyst - Commercial Excellence (SMB Hub)

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