Head EMEA Refund Fraud, Integrity

Back to jobs

Head EMEA Refund Fraud, Integrity

London, United Kingdom - Deliveroo

Our Global Structure

Deliveroo is now part of DoorDash, bringing together teams with even greater reach, scale, and ambition. Depending on your role, you may collaborate with teammates, systems, and leaders across DoorDash and Wolt. Together, we’re unlocking new possibilities as one global team.

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

Owning Performance and Risk

Build Scalable Fraud Prevention Capabilities

Lead Cross-Functional Strategy and Investment

Build and Lead a High-Performing Team

Requirements

We are looking for an experienced leader who has previously owned a meaningful fraud, risk, trust & safety, operational or related business domain. You will ideally bring:

• Significant experience in fraud, risk strategy, trust & safety, marketplace integrity, strategy & operations or a related domain, typically gained over 10+ years.
• Experience leading and developing experienced individual contributors and/or managers.
• Demonstrated ownership of a substantial business outcome, risk domain or portfolio rather than solely individual projects.
• A track record of defining and executing strategies across a 1–2 year horizon.
• Experience identifying complex problems, setting direction and making high-quality decisions where the answer is not immediately clear.
• Strong commercial judgement and the ability to evaluate financial impact alongside customer and operational consequences.
• Experience influencing senior stakeholders across Product, Engineering, Operations, Analytics and Finance.
• Strong analytical judgement and the ability to use data, customer insight and operational evidence to challenge assumptions and make decisions.
• Experience translating complex problems into scalable product, policy or operational solutions.
• Strong people leadership, with evidence of developing talented individuals and creating teams that operate effectively with increasing autonomy.
• Excellent written and verbal communication, including the ability to turn complex analysis into clear executive-level recommendations.

Experience with refund abuse, customer claims fraud, payments fraud, marketplace abuse or adjacent fraud domains would be valuable, but deep expertise in refund fraud itself is not essential. We are equally interested in leaders who have demonstrated the ability to quickly understand a complex risk domain and build the strategy and organisation required to improve it.

What Success Looks Like

• In this role, you will have built a clear and widely understood C&R Fraud strategy, established measurable outcomes and guardrails, and focused the organisation on a number of high-impact priorities.
• You will have materially improved our ability to prevent and respond to refund abuse while protecting genuine customers, created a scalable control and monitoring framework, and influenced the product investments required to address systemic vulnerabilities.
• You will have built a team capable of owning complex problems independently — creating an organisation that anticipates risk and continuously improves rather than reacting to the fraud we see today.

Diversity, Equity and Inclusion At Deliveroo, we know that a great workplace reflects the world around us and that true diversity and inclusion make us stronger, more creative, and better at what we do. We’re committed to fostering an environment where everyone can do their best work and feel they belong.

We believe in equality of opportunity and welcome candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, or belief.

If you have a disability or long-term health condition and need support to apply for one of our roles, or require any reasonable adjustments during the recruitment process, you’ll have the opportunity to let us know once you’ve submitted your application. We’ll share details on how to request support so we can ensure you have a fair and equitable experience.

If you’re excited about making a real impact in a fast-moving marketplace and growing your career alongside ambitious, supportive teams, we’d love to hear from you!

Beware of recruitment scams: DASH Brands will never ask you to pay money or share sensitive financial information during hiring — learn more about DASH Brands' legitimate recruiting process at careersatdoordash.com/recruitment-scam-awareness.

Apply for this job

*

indicates a required field