Business Process Improvement Specialist

About Us

Perk (formerly TravelPerk) is the intelligent platform for travel and spend management. Built to tackle the time consuming, manual work that gets in the way of real work, our tools automate everything from travel bookings to expenses, invoice processing, and more. By eliminating this shadow work that wastes hours, erodes morale, and saps innovation, we're on a mission to power real work, with real impact.

We're trusted by more than 10,000 companies worldwide, including Wise, On Running, Breitling, and Fabletics, and we're tackling the 7 hours of lost productivity per employee each week, a $1.7 trillion problem.

Founded in 2015, Perk has grown into a global company of more than 1,800 people across 12 offices globally, with headquarters in London and Boston. We combine innovation, control, and simplicity to transform how businesses work and how people feel at work.

At Perk, we're driven by our values, like being an owner, delivering a 7-star experience, and working as one team. We value curiosity, purpose, and mindset, not just knowledge, to unlock the power in your potential. Our talent team brings together leading minds from the travel and SaaS industries, representing over 70 countries. If you're excited about having a real impact and shaping how millions of people experience work, we'd love you on the team.

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Business Process Improvement Specialist - Customer Care Operational Excellence

We are looking for a Business Process Improvement Specialist to join our Customer Care Operational Excellence team. In this role, you will be responsible for analysing, optimising, and redesigning key customer care workflows to enhance efficiency, agent experience, and overall service quality. You will work cross functionally on high impact projects, using data driven insights and your process expertise to build scalable solutions that support a world class customer experience.

This is a highly impactful position for someone who is passionate about operational excellence, continuous improvement, and bringing structure to complex processes in a fast growing environment.

Process Analysis & Improvement

• Conduct detailed assessments of current customer care processes to identify gaps, inefficiencies, and improvement opportunities.
• Use data insights and operational metrics to inform recommendations and track improvements.
• Map, document, and redesign processes alongside stakeholders across Customer Care, Operations, VMO, Tooling, and other teams.
• Run short term tests, pilots, and experiments to validate new ways of working before full rollout.

Workflow Optimisation

• Diagnose workflow bottlenecks and develop solutions to improve speed, accuracy, and consistency.
• Support the introduction of automation, smarter routing, and operational tooling enhancements.
• Monitor and analyse KPIs to assess the performance and impact of implemented changes.

Technology & Innovation

• Research and evaluate new technologies and industry solutions that could improve Customer Care productivity.
• Partner with Product, Tooling, and Engineering teams to trial new tools and support their implementation.
• Create and maintain documentation for new tools, processes, and system changes for frontline teams.

Continuous Improvement

• Stay up to date with industry best practices, benchmarking insights, and evolving customer service trends.
• Contribute to wider Operational Excellence initiatives to drive overall efficiency and scalability.
• Collect and interpret feedback from agents and leaders to shape ongoing improvement cycles.

Stakeholder Management & Communication

• Build strong relationships across Customer Care, Product, Operations, and other key departments.
• Communicate process changes clearly, ensuring alignment and adoption across teams.
• Facilitate discussions, workshops, and feedback sessions to foster collaboration and transparency.

What We're Looking For

• Experience in process improvement, operations, customer care, or a related field.
• Strong analytical skills with the ability to interpret data and propose clear recommendations.
• Excellent communication and stakeholder management skills.
• Comfortable operating in a fast paced, high growth environment with evolving priorities.

What we offer

• Competitive compensation and equity ownership in Perk
• 25 days of annual leave plus bank holidays
• Private medical cover and voluntary dental insurance from Bupa, and discounted gym memberships with GymFlex
• Qualifying earnings company pension plan with Aviva
• Life Insurance for loved ones
• Income protection for long term sickness or absence
• Tax efficient cycle and electric car schemes with Cycle2Work & Octopus
• Perk events, including spectacular annual summer party
• Spring Health wellbeing partner: up to 12x therapy and 12x coaching sessions for you and loved ones
• weeks paid parental leave
• 16 paid hours per year to volunteer for charitable causes
• Up to 20 "Work from Anywhere" days per year
• Wide variety of discounts and rewards
• Four week fully paid sabbatical after 5 years
• Relocation support for moving to hub

How We Work

At Perk, we take an IRL first approach to work, where our team works together in person 3 days a week. As such, this role requires you to be based within commuting distance of our hubs. We fundamentally believe in the value of meeting in real life to improve connectivity, productivity, creativity and ultimately making us a great place to work.

For certain roles, we can help with relocation from anywhere in the world. English is the official language at the office. Please submit your resume in English if you choose to apply. Do not forget to submit an updated portfolio and/or resume.

Perk is a global company with a diverse customer base, and we want to make sure the people behind our product reflect that. We're an equal opportunity employer, which means you're welcome at Perk regardless of how you look, where you're from, or anything else that makes you, well, you.

Protect Yourself from Recruitment Scams

All official communication from Perk will always come from email addresses ending our verified social media channels, or recruiters listed on our official LinkedIn page. We will never ask you to pay for equipment, training, or fees, request sensitive personal information such as bank details early in the process, or communicate through unofficial apps like WhatsApp, Telegram, or Signal. If you receive a message claiming to be from Perk that seems suspicious, please do not respond. Forward it to , and we will confirm whether it is legitimate.