Opportunity at
DeliverooHead EMEA Refund Fraud, Integrity
Deliveroo is recruiting a senior Head of EMEA Refund Fraud, Integrity, based on-site in London. The role sets the regional strategy for stopping and managing refund…
Career Tools
About This Role
Deliveroo is recruiting a senior Head of EMEA Refund Fraud, Integrity, based on-site in London. The role sets the regional strategy for stopping and managing refund abuse across the marketplace. The posting frames the job within the wider DoorDash group and makes the holder accountable for how the credit and refund fraud area performs across Europe, the Middle East and Africa. The head defines the one-to-two-year direction for this area,…
Job Description
Deliveroo is recruiting a senior Head of EMEA Refund Fraud, Integrity, based on-site in London. The role sets the regional strategy for stopping and managing refund abuse across the marketplace. The posting frames the job within the wider DoorDash group and makes the holder accountable for how the credit and refund fraud area performs across Europe, the Middle East and Africa.
The head defines the one-to-two-year direction for this area, decides where effort should go, and builds the team, controls and capabilities needed to cut fraud without hurting legitimate customers. Other duties include spotting emerging threats before they become material, deciding how fraud losses are weighed against customer experience, operating cost and growth, and assembling the financial rationale for major investments in product, policy and operations. The head sets outcomes, targets and guardrails, and builds a full view of exposure, covering what fraud costs, abuse rates, loss per order and false positives. The role works with Finance to quantify financial exposure, links frontline investigations with analytics, product and engineering, and leads a team of fraud, strategy and operations specialists.
The posting asks for more than ten years in fraud work, risk strategy, trust and safety, marketplace integrity, strategy and operations, or a related field. Candidates should have owned a substantial business outcome or risk portfolio, delivered a strategy over a one-to-two-year horizon, and shown sound commercial judgement. Winning over senior leaders in product, engineering, ops, analytics and finance is needed, along with strong people leadership and executive-level communication. Experience with refund abuse, claims fraud, payments fraud or marketplace abuse is valuable, although deep refund fraud expertise is not essential.
Responsibilities
- Set the one-to-two-year vision and strategy for credit and refund fraud
- Spot emerging risks and decide where the team should and should not invest
- When designing controls, weigh fraud loss against customer care, running costs and expansion goals
- Prepare the financial rationale for major investments in product, policy and operations
- Establish outcomes, targets and guardrails for fraud performance
- Work with Finance to quantify exposure and inform risk appetite
- Build a team of fraud, strategy and operations specialists
Requirements
- More than ten years in fraud, risk, trust and safety, marketplace integrity or strategy and operations
- Experience leading and developing individual contributors and managers
- Experience owning a material business result or risk book
- Track record of setting and delivering strategy over a one-to-two-year horizon
- Strong commercial judgement and analytical ability
- Experience winning over senior leaders in product, engineering, ops, analytics and finance
- Excellent written and verbal communication for executive audiences
Qualifications
- Experience with refund abuse, claims fraud, payments fraud or marketplace abuse (valuable, not essential)
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is the role based?
The posting lists this senior role as full-time and on-site in London.
How much experience is needed?
The posting asks for more than ten years in fraud, risk, trust and safety, marketplace integrity or a related field.
Is prior refund fraud experience required?
No. Experience with refund abuse or adjacent fraud areas is valuable, but the posting says deep refund fraud expertise is not essential.
Is a salary stated?
The posting does not specify a salary.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.