Delivery Hero: How a Diverse Company Culture Fosters an Inclusive and Supportive Workplace

10 questions to Ana Mitrasevic Senior Vice President, People at Delivery Hero


Ana, you are Senior Vice President, People at Delivery Hero – what is your mission?

Over the past two years, the company has become a formidable global player in the industry, setting the tone for both marketplace platform practices and the employee experience.

As part of the People and Culture team, our mission is to be globally recognized for providing an incredible growth experience for our heroes and communities, as well as driving growth for all of our brands.


You recently joined Delivery Hero. What are some of the key topics you are studying right now?

I joined Delivery Hero four months ago today at a very exciting time in our growth. We started the year with the ambitious goal of being the employer of choice in all our key markets – this includes amplifying our unique culture and enabling our heroes to do their best in a model of hybrid work. Additionally, we continue to build bold technology brands and make it easy for our talent to grow their careers with exciting internal mobility options. Finally, as Delivery Hero sets clear goals on our path to profitability, a critical topic is growing our talent base in our key areas, as well as equipping our managers with the best tools to support their growing teams.


Delivery Hero brings together a global family of heroes from different backgrounds and perspectives. What is your strategy for building a workplace that creates a sense of belonging for everyone?

Our quarterly employee surveys continue to show that the number one reason Heroes chose to join Delivery Hero and stay with Delivery Hero is our culture. We are extremely proud of it and we do not take it for granted. This year, the People and Culture team is preparing to redefine the employee experience lifecycle in order to develop a sense of belonging and fairness at every stage. One of the first steps in this direction is to redefine our benefits offerings so that they support heroes through the important moments of their lives, such as planning, starting up, supporting a family, as well as certain more inclusive benefits that allow our talent to live. their best lives and authentic identities.


Hybrid work continues to be on everyone’s mind these days. What does the future workplace look like?

Hybrid working is a topic that continues to feature prominently. However, we now have more data, both from our heroes informing us about the preferred way of working, as well as external benchmarks on the impact of hybrid working on work interactions, support networks, well-being and performance. As we see the economy picking up and people reuniting with family and friends, we too want to reconnect with our colleagues in person, while giving our heroes the option to choose a more flexible setup.


Delivery Hero operates in approximately 50 countries on four continents. This creates opportunities and challenges from people’s point of view. What are your plans for fostering global alignment in the future?

Our global footprint is one of our core strengths. Whatever challenges we face as we grow, they are best overcome through a combined set of diverse strengths that we have as a global team of people. Our operating model is unique: its autonomous aspect enables speed and innovation, while the alignment of our key priorities ensures that we are all moving in the same direction, towards a common goal. It is a very exciting organization for global talent to develop their leadership skills and potential.


International Women’s Day is fast approaching. Which women do you find inspiring?

Throughout my career, I’ve had the privilege of working with truly inspiring women. At Delivery Hero it’s no different, so this year I decided to take the opportunity to honor the inspiring women I work with every day.
I’m so excited for events like Women Connect, an annual summit at Delivery Hero aimed at creating a space for women and their allies to network, connect and grow together. These kinds of initiatives are really important, and I’m thrilled to be attending this year’s summit and meeting other amazing women that I haven’t had the chance to connect with yet.


Women are still underrepresented in the tech industry, as a woman in tech what changes would you like to see that would make the industry more inclusive?

At some point in my career, I took a leap of faith and spent three years in product management. What I realized years later was how unusual and out of a regular career path that was. I wish the industry would create leap of faith moments and normalize them.


What are the top three lessons/advice you would give to your female colleagues?

My three biggest learnings in my career are to shake the tree, the more different opinions there are in the room, the better decisions are made. That simplicity is the hardest skill to master and one of the most important to invest in, and that listening is an undervalued human quality is a prerequisite for trust.


What motivates you?

I find that my motivation is best summed up by a simple quote: “Acts of extreme kindness, curiosity that make the world a better place”
-Yoda


You’re an advocate for employee experience by design, could you explain what that means and what it looks like in practice?

Now that’s a question! The employee experience summarizes what people encounter and observe during their tenure in an organization. From the moment a candidate looks at a job posting to the moment they leave your company, everything the hero learns, does, sees and feels contributes to their employee experience. For Delivery Hero to master employee experience management, we need to listen to our heroes at every stage of the employee lifecycle, identify the moments that matter most to them, and create tailored experiences.