CPO Stories: Jessica Hall - Just Eat Takeaway

In this episode, I speak with Jessica Hall. Jess is the Chief Product Officer at Just Eat Takeaway, a global leader in the on-demand delivery space. With a professional pedigree that includes leadership roles at UK retail giants like Tesco, Argos, and Sainsbury's, Jess brings a wealth of experience in navigating complex, high-stakes consumer environments. Our conversation delves into the "big idea" of managing a massive three-sided marketplace, balancing the needs of consumers, partners, and couriers while transitioning from a food-centric brand to an "everything delivered" platform.

We cover a lot, including:

• Navigating the Three-Sided Marketplace - Jess describes the Just Eat Takeaway product as a complex ecosystem connecting 60 million active customers with nearly 400,000 partners and a vast network of couriers. The core insight here is that the "product" isn't just an app; it is the seamless orchestration of these three distinct groups, where a failure in one branch inevitably disrupts the value for the others.
• Scaling Global Platforms with Local Nuance - Despite operating a global tech platform, Jess emphasises the importance of "optionality" to respect regional differences, from currency formatting to cultural preferences like cash usage. This approach allows the company to maintain a unified technical infrastructure while remaining flexible enough to adapt when a specific market, like the UK or Canada, leads the way in new category demands like grocery delivery.
• The Power of Customer Closeness - Moving beyond data and reports, Jess advocates for getting "on the ground" to talk to couriers and visit partner restaurants. By understanding the physical realities, such as a busy kitchen staff finding a feature too cumbersome to use during peak hours, product leaders can solve real-world friction that data trends alone might overlook.
• Cultivating Dual-Track Career Paths - Recognising that not every brilliant product mind wants to manage people, Jess champions the value of senior Individual Contributor roles. She highlights that technical and strategic mastery is just as vital as people management, and providing high-level growth opportunities for ICs ensures the organisation retains its most creative and experienced problem solvers.
• Leading Through Influence and Commerciality - Jess argues that the best product leaders act as "first-rate business partners" rather than just a bridge between engineering and the business. By focusing on "win-win" outcomes and deeply understanding commercial metrics like order volumes and market trends, product teams earn the credibility needed to influence strategy at the highest levels.

Check out Just Eat Takeaway

Check out Just Eat Takeaway's website: https://justeattakeaway.com, or their careers page: https://careers.justeattakeaway.com.

Connect with Jess

You can connect with Jess on LinkedIn: https://www.linkedin.com/in/jessicalrhall.