The Team

At Deliveroo, we are customer-obsessed. Providing a great customer experience every time is a key part of Deliveroo’s mission to become the definitive food company. We currently cover ten markets across Europe, the Middle East, and Asia Pacific. The Trust team is responsible for ensuring fraud protection for Deliveroo, our consumers, riders and restaurant partners and we’re currently looking for a highly analytical and forward-thinking Senior Fraud Analyst to join the London-based team, on a hybrid (three-day in the office) weekly basis. 

The Role

The Senior Fraud Analyst will take the lead on customer and partner related projects and meaningfully contribute in mitigation of fraud & abuse globally for Deliveroo. You will manage project by developing prevention strategies and driving key performance metrics relating to payment fraud, abusive refunds & account takeover rates while minimising impact on genuine customers. You will partner with Product, Engineering, Data Science, Customer Care, Compliance & outsource teams to detect & prevent both fraud & abuse globally. You will be reporting to Global Fraud Operation Manager. 

What you’ll be doing

• Own daily customer fraud & abuse related processes, escalations & prevention strategies 
• Lead quarterly programs to reduce the overall impact of fraud & abuse within the business
• Review suspicious, high-risk activities/customer profiles and alerts to decide further steps/action through fraud management tools 
• Provide subject matter expertise on investigations/escalations to the tech, operations & leadership teams 
• Engage with stakeholders to understand business requirements and deliver strategic fraud prevention measures
• Building dashboards/ reporting lines on fraud & abuse, making strategic recommendations to the business and contributing towards future product enhancements 
• Support the Fraud Operations Manager to maintain and improve internal policies, procedures & documentation

Skills & Experience Required

• At least 3+ years of experience in a fraud or abuse prevention role at the merchant level  
• Direct experience maximising machine learning & rule-based fraud prevention tooling (such as Ravelin/Sift/Signifyd etc)
• Experience  of driving fraud protection process changes, working with a wider range of stakeholders and measuring the success of fraud prevention-related changes 
• Excellent analytical skills and confident interpreter of fraudulent data through analytical tools (such as Looker) 
• Exceptional written and verbal communication skills, adept at articulating ideas, theories, and documented proposals to leadership and operations teams, driving impactful fraud prevention initiatives.
• Keen eye for detail with the ability to spot discrepancies within extensive data sets.
• Demonstrated success in forging robust relationships with external stakeholders, operations teams, and outsourcing partners.  

 

Nice to haves

• SQL is preferred but not essential
• Experience in working cross-functionally and with tech teams is desirable
• Experience of working in a global (multi-market), matrixed environment is desirable 

Why Deliveroo?

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.

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’re a technology-driven company at the forefront of the most rapidly expanding industry in the world, so come and join us for the ride.

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.