Candidate Experience

Deliveroo En Route to Becoming Employer of Choice

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ATS Integration
∼ 200,000
Food delivery

Case Highlights:

Deliveroo set out on a mission to become the first choice employer for every candidate. Driven by technology and innovation, the company aims to establish itself as the leading place to work in the highly competitive tech recruitment market.

  • Deliveroo established a tailored Talenthub setup with custom variables that match their existing Greenhouse filters. With this, they made reporting easy and collected more actionable data
  • They implemented candidate-centric SLAs and KPI goals across all markets
  • As a result, Deliveroo’s Candidate Promoter Score (CPS) sky rocketed and they began attracting more applicants per job opening

About Deliveroo

Powered by latest technology and innovation, Deliveroo is a three-sided marketplace, offering fast and reliable delivery encompassing local consumers, restaurants and grocery providers, and riders. Deliveroo operates across:

10 markets, connecting 160,000 restaurants and grocery partners, 150,000 of riders and millions of customers around the world.

Deliveroo’s Recruitment Process is Many Potential Customers’ First Impression of the Company

Like for any customer-facing company, Deliveroo’s reputation as an employer has a huge impact on their potential customer base.

Negative Candidate Experiences are known to push 42% of candidates to stop using a company's products or services, and 34% to tell their friends and family to do the same. Given this, it's no surprise that Deliveroo is prioritizing great Candidate Experience.

However, Ligita and her team have identified another opportunity here.

Deliveroo is a fast-growing global company, constantly expanding its services into new markets, cities and regions.

What is the first step when expanding a business into a new area? Hiring the people to run their operations locally (e.g. riders or local Customer Service Representatives).

In this context, people are likely to be candidates before they become Deliveroo customers. And their first impression of the company will be shaped by the experience they had in the recruitment process. This is a huge opportunity for Deliveroo to establish a strong presence from the get-go.

“I believe that if we get the Candidate Experience wrong, it can have a significantly negative impact on our business. But if we get it right, we can get a lot from that… because we’re talking about hundreds of thousands of applicants that go to our website just because they’re looking to apply for a role.”
Ligita Kondrataviciute
Global Candidate Experience Manager at Deliveroo

2022 Results: Increased Efficiency of Interview Process Means a Higher CPS that Attracts More Candidates

  • Due to strict SLAs and interview feedback protocols, Deliveroo’s time-in-interview-process was reduced by 30% in the space of one year
  • As a result of all their candidate-centric efforts combined, Deliveroo saw a 56% increase in their CPS since the beginning of their Talenthub journey
  • Today, Deliveroo attracts 15% more applications per job opening compared to last year

What's Next?

Although they have already achieved so much, the Candidate Experience journey is only beginning for Deliveroo. They have big goals for the future, both in terms of recruitment operations and talent attraction, and are excited to continue to collaboration with Talenthub.


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