Head EMEA Refund Fraud, Integrity - Fixed Term Contract

Deliveroo · London - The River Building HQsenior

In short

▸Líder estratégico de prevención de fraude en reembolsos para EMEA en Deliveroo.
▸Dirige equipo, define políticas, controla riesgos y equilibra experiencia del cliente con pérdida financiera.
▸Rol de alta influencia con autonomía para decidir inversiones y estrategias en un entorno complejo y ambiguo.

Fluent English required for stakeholder engagement and decision-making.

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What they ask for

✓Liderazgo de equipos de fraude o integridad en entornos de mercado digital.
✓Experiencia en estrategia de fraude con enfoque en reembolsos o créditos.
✓Capacidad para tomar decisiones en ambigüedad con datos incompletos.
✓Habilidad para alinear múltiples funciones (Product, Engineering, Finance, etc.) sin autoridad directa.
✓Experiencia en creación de casos de negocio para inversiones en producto o políticas.
✓Comunicación efectiva con líderes ejecutivos y toma de decisiones complejas.

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IntegrityCustomer CareProductEngineeringAnalyticsFinanceFraud DetectionRisk ManagementOperational ControlsPolicy Design

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About the Role The head of EMEA Refund Fraud will lead Doordash’s EMEA strategy for preventing and managing refund abuse across our marketplace. You will be accountable for the performance of the Credit and Refund (C&R) Fraud domain: setting the long-term vision, determining where we focus our resources, and building the team, controls and capabilities required to reduce fraud sustainably while protecting the experience of genuine customers. This is a senior leadership role at the intersection of Integrity, Customer Care, Product, Engineering, Analytics and Finance. You will lead a team of experienced fraud and strategy professionals and work with senior leaders across Deliveroo to make complex decisions about fraud risk, customer experience, operational cost and product investment. You will need to be comfortable operating in ambiguity, identifying problems before they become material, and turning complex and sometimes incomplete signals into a clear strategy. Success will come not from personally solving every problem, but from creating the direction, operating mechanisms and team that enable Deliveroo to manage refund fraud effectively at scale. What You’ll Be Doing Setting the C&R Fraud Strategy Set and own the 1–2 year vision and strategy for C&R Fraud, translating wider Integrity and business priorities into a focused roadmap. Proactively identify emerging risks, systemic vulnerabilities and opportunities rather than waiting for problems to be assigned. Determine the highest-value problems for the team to solve and make clear choices about where we should (and should not) invest. Define how we balance fraud loss, customer experience, operational cost and growth when designing controls. Build compelling business cases for significant product, policy and operational investments. Owning Performance and Risk Be accountable for C&R Fraud performance and establish a clear set of outcomes, targets and guardrails. Develop a comprehensive view of fraud exposure, including fraud cost, abuse rates, loss per order, false positives, customer impact and operational cost. Partner with Finance and senior leadership to quantify financial exposure and inform risk appetite decisions. Establish mechanisms to identify material changes in performance, understand their drivers and ensure effective action is taken. Ensure the organisation can detect and respond quickly to new abuse patterns and emerging threats. Build Scalable Fraud Prevention Capabilities Own the effectiveness of the overall C&R fraud framework across customer and partner journeys. Identify systemic control gaps and ensure the right preventative, detective and responsive controls are in place. Set the direction for product decisioning, eligibility logic, automation, friction, policies and operational interventions. Ensure rules, models and controls are continually evaluated against both fraud outcomes and customer-experience guardrails. Create effective feedback loops between frontline investigations, Analytics, Product and Engineering so that new insights translate into better prevention. Challenge legacy processes and controls, simplifying or retiring them where they no longer provide sufficient value. Lead Cross-Functional Strategy and Investment Act as the senior C&R Fraud partner to Product, Engineering, Customer Care, Merchant, Finance, Analytics and other Integrity teams. Translate fraud problems into clear product and business opportunities and influence roadmaps outside your direct reporting line. Lead complex decisions where fraud prevention, customer experience, commercial performance and operational efficiency are in tension. Create alignment around priorities, decision rights and accountability without relying on excessive consensus. Make longer-term trade-offs and ensure resources are concentrated on the initiatives with the greatest expected impact. Communicate complex risks and recommendations clearly to senior and executive stakeholders.

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