Business Process Improvement Specialist, TravelPerk
Corporate travel platform
Job no longer available
Corporate travel platform
1001+ employees
Job no longer available
1001+ employees
Company mission
To connect people in real life in the most enjoyable and sustainable way possible.
Role
Who you are
- This role requires you to be within commuting distance of our hubs
What the job involves
- As a Business Process Improvement Specialist within our Customer Care Department, you will play a pivotal role in optimizing and streamlining our agent processes to ensure efficiency and deliver a 7* customer experience
- You will collaborate with cross-functional teams, analyze existing workflows, and implement improvements to enhance the overall effectiveness of our customer care operations
- Use your high level of knowledge of Travelperk processes to conduct detailed analyses of existing customer care processes to identify bottlenecks and areas for improvement, using data and quantitative insights
- Collaborate with key stakeholders such as Operations, VMO, and C&C to map and document business processes, ensuring clarity and efficiency
- Design and implement streamlined processes to enhance the overall effectiveness of the customer care department
- Plan and conduct short-term tests and experiments to identify the most efficient ways of working
- Identify bottlenecks and inefficiencies in customer care internal workflows and propose solutions to enhance productivity
- Investigate and implement workflow automation and optimization strategies to improve response times and resolution rates
- Monitor and analyze key performance indicators (KPIs) to measure the impact of process improvements
- Research available technologies available in the market which could advance Travelperk operations
- Collaborate with Travelperk product teams, tooling and other relevant departments to trial technology solutions that enhance customer care processes and workflows
- Provide documentation to customer care teams on new technologies and processes
- Stay abreast of industry best practices and emerging trends in customer care and business process management to inform your decision-making. Eg. By performing benchmarking
- Contribute to other Operational Excellence team's initiatives to ensure the ongoing optimization of customer care processes
- Gather feedback from customer care teams and incorporate insights into process improvement initiatives
- Build and maintain strong relationships with key stakeholders, both within and outside of customer care
- Communicate process changes, updates, and improvements effectively to ensure alignment, address concerns and ensure a smooth transition and understanding among all stakeholders
- Facilitate regular meetings and discussions to gather feedback, address concerns, and foster a collaborative environment
Our take
Although business travellers are often at the forefront of driving company growth, booking travel is typically a logistical nightmare as corporate travel tools are underdeveloped and stuck way in the past. TravelPerk has built a platform free from micromanagement, creating an experience that puts business travellers first.
TravelPerk's number of active users has grown year on year. Further, as well as more customers using the platform, those on it are using it more regularly. This is a clear signal that TravelPerk has a product market fit and is in scaling mode. The company has more than 2,000 customers, including scaleups like Revolut, Farfetch and Beyond Meat.
According to TravelPerk, its unit economics are strong already, which puts it in a strong position to grow without diluting itself too much through investment. The company is still innovating and said it is planning to release more products that will give the business traveller more freedom and flexibility than ever before. Its new Edinburgh hub and partnership with fintech unicorn Pleo, TravelPerk is undoubtedly committing to a period of scaling. Exemplifying this is its Series D funding of $104 million awarded in January 2024, which will boost TravelPerk's AI and automation capabilities to aid its growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 10 rounds)
Jan 2025
$200m
SERIES E
Jan 2024
$104m
SERIES D
Total funding: $659m
Company benefits
- Stock options in the company
- Great healthcare benefits, including private healthcare and wellness programs
- Beautiful office with different spaces for every mood
- Fully stocked kitchen loaded with healthy food, snacks, and coffee
- Generous vacation time and flexible working hours
- The finest tech and anything else you need to do your best work
Company values
- We are owners
- Impact over effort
- A 7* experience
- We are a team
- Be a good person
Articles
Leadership
Avi Meir
(CEO)Founded Hotel Ninjas (hotel software) acquired 2 years later by Booking.com. Previously VP of budgetplaces.com (marketplace for hotels).
People progressing
Initially joined the TravelPerk team in 2020 as a Data Analyst before becoming a Senior Data Analyst in 2021 and a Data Analytics Manager in 2022.
Diversity, Equity & Inclusion at TravelPerk
Felicia Norman-Williams (VP People)
- We have created the Perk Promise: our commitment to ensuring our people live their best life, do their best work and fulfil their potential in a community where they feel like they belong. This forms part of our Belonging philosophy, centred on creating an inclusive workplace.
- Beyond nationality and gender, we embrace various forms of diversity. Our hiring processes and language are inclusive, encouraging all candidates to apply. We follow a meritocratic approach in rewarding the right behaviours and performance.
- In our Tech department, we're dedicated to supporting women in tech. We’ve launched the TravelPerk Academy in partnership with All Women, promoting equal opportunities. Our first graduates include five talented women who became our Software Engineers. We also have a 'Women in Builders' community, which provides a safe space for women in tech to learn and share together. We run workshops on product diversity, inclusion, and unconscious bias for the Builders team.
- Through these efforts, we cultivate a diverse, inclusive organisation where every individual can excel, contributing to our shared success
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