Director of Restaurant Experience (CX)

Ready for a challenge?

Then Just Eat Takeaway.com might be the place for you. We’re a leading global online delivery platform, and our vision is to empower everyday convenience.

Whether it’s a Friday-night feast, a post-gym poke bowl, or grabbing some groceries, our tech platform connects tens of millions of customers with hundreds of thousands of restaurant, grocery and convenience partners across the globe.

About this role

Partners are critical to our platform, and it is fundamental that they have the right experience and are fully set up for success. 

As Director of Restaurant Experience (CX), you will be responsible for how partners experience JET across the whole partner journey, from first sign-up to long-term growth, on every channel and device, including the POS systems and devices partners use to run their business, across all markets globally. You will be the voice of partners at the leadership table, turning what they tell us into priorities that make it easier for them to succeed. You will lead the transformation programmes that make the partner experience simpler, more reliable and more connected.

Working with the VP Supply Strategy, Expansion & Experience, you will bring Product & Tech, Logistics, Customer Service, Marketing and Commercial together around the improvements that matter most to partners.

These are some of the key components to the position:

• Set the strategy for the partner experience across the partner journey: define what a great partner experience looks like at JET, decide where to focus, and prioritise the improvements that will make the biggest difference. Take the roadmap and progress to executive leadership, helping shape where JET invests.
• Oversee the POS and device ecosystem: shape the strategy and roadmap for how the systems and devices partners use in their kitchens and shops connect seamlessly to JET, working with Product & Tech and the technology providers behind them.
• Lead the partner NPS and Voice of Partner programme: build the systems that show how partners experience JET and what drives their satisfaction, build dedicated listening forums, including a partner advisory board, to bring partners directly into how we shape the experience, and turn that insight into lasting improvement.
• Drive improvement programmes across functions and markets: work with Marketing, Sales, Product & Tech, Logistics, Finance and Customer Service to turn partner priorities into real improvements, bringing teams you don’t manage with you to make the partner journey smoother and simpler.
• Lead and develop a growing, multidisciplinary team across partner integrations, Experience and Voice of Partner, and partner best practice: set a clear direction, develop senior talent, and build a culture where people help each other succeed.

What will you bring to the team?

• A senior track record leading partner or customer experience, service design or operations across the full customer lifecycle, in a large platform environment.
• Strong influencing skills: you are credible and at ease with senior leaders, build alignment across functional leads and cross-functional teams in Product & Tech, Logistics, Customer Service and Commercial, and deliver improvements without direct authority.
• A strong analytical approach: you connect partner experience to commercial outcomes such as retention and lifetime value, and you are excited about how AI can improve partner service.
• A track record of building, coaching and empowering multidisciplinary teams where people bring out the best in each other.
• Ideally, experience running NPS and voice-of-customer programmes, with deep empathy and curiosity about partners.
• Ideally, experience with technical ecosystems and integrations, including POS systems, devices and technology providers.

At JET, this is how we play

Our teams forge connections internally and work with some of the best-known brands on the planet, giving us truly international impact in a dynamic environment.

Being the best at what we do isn’t just about delivering on our strategy. It's a competition for something incredibly valuable – our customers' choice. Every time a customer decides where to order, they're picking a side.

At the heart of the JET Customer League are our values and behaviours. They guide every interaction, every decision, every innovation. These are the actions we need to perform consistently and brilliantly, to surpass the competition and earn our customers’ loyalty, again and again.

Fun, fast-paced and supportive, the JET culture is about movement, growth, helping one another to succeed and celebrating wins. By truly living our values and embodying our behaviours, we’re building a customer-first culture which enables us to stay one step ahead of the competition.

Inclusion, Diversity & Belongings

No matter who you are, what you look like, who you love, or where you are from, you can find your place at Just Eat Takeaway.com. We’re committed to creating an inclusive culture, encouraging diversity of people and thinking, in which all employees feel they truly belong and can bring their most colourful selves to work every day.

What else are we delivering?

Want to know more about our JETers, culture or company? Have a look at our career site where you can find people's stories, blogs, podcasts and more JET journeys.

Are you ready to join the team? Apply now!

#LI-OG1