Business Process Improvement Specialist

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Perk (formerly Travel Perk) 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. 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.

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• Competitive compensation and equity ownership in Perk.
• Generous allocation of vacation days plus public holidays.
• Private healthcare or a gym allowance to support physical health.
• Life Insurance to protect loved ones financially.
• Unforgettable Perk events, including our spectacular annual summer party.
• Access to Spring Health, a market‑leading wellbeing partner providing comprehensive therapy and coaching sessions for you and…