Head EMEA Refund Fraud, Integrity
London, United Kingdom - Deliveroo · 1-2 years experience · Full-time · Posted Sep 30, 2026
At a glance
- Experience
- 1-2 years experience
- Employment
- Full-time
- Location
- London, United Kingdom - Deliveroo
About the role
- The head of EMEA Refund Fraud will lead DoorDash’s EMEA strategy for preventing and managing refund abuse across the marketplace.
- This is a senior leadership role at the intersection of Integrity, Customer Care, Product, Engineering, Analytics, and Finance.
- The role requires leading a team of experienced fraud and strategy professionals to make complex decisions about fraud risk, customer experience, operational cost, and product investment.
Responsibilities
- 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 to invest.
- Define how to balance fraud loss, customer experience, operational cost, and growth when designing controls.
- Build compelling business cases for significant product, policy, and operational investments.
- 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.
Requirements
- 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.
Preferred qualifications
- Experience with refund abuse, customer claims fraud, payments fraud, marketplace abuse, or adjacent fraud domains.
