Senior Reporting Analyst

**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.

**Senior Reporting Manager**:
We are looking for a Senior Reporting Manager to join the Customer Care team You will be accountable for ensuring that the Customer Care Leadership Team has the right data at the right time to understand issues in detail and make the right strategic decisions in its pursuit of a 7-star service to customers. You will provide a systematic review of our performance, driving for the right interpretation and calls to action, playing a decisive role in shaping our data-first culture.

**About the Role**

After the first 2 months in the role:

- You are well familiarized with the operational performance of the CC teams and processes, the internal dynamics, and the challenges teams face.
- You have mapped the team structure and operating model required to provide the reporting structure and insights within Customer Care
- At the same time, from your experience, you are already looking for areas of improvements

Afterwards:

- Take ownership and spearhead our entire reporting structure and process while creating new strategies to ensure all teams have the correct insights and support where needed.
- Set in place an assortment of methodologies and procedures for teams and stakeholders to generate a virtuous cycle in operational performance via your reporting and data insights.
- Sharpen the culture of delivery, impact tracking, iteration and atomization. Engaging agent teams and other functions into the change culture

**What You’ll Do**
- Define and document unequivocal definitions for the key performance indicators, aligning the needs of the different stakeholders involved
- Design, with the relevant stakeholders and decision-makers, the required dashboards to track performance, of both business-as-usual activities and specific projects
- Work with Tools and Data to structure and automate key reports and dashboards to monitor the business performance
- Work cross functionally with other teams including quality, training, workforce management and operations, to understand the voice-of-the customer data, recommend continuous improvements, and drive change
- Write regular business performance reviews including weekly and monthly updates and quarterly business reviews, interpreting the recent evolution and highlighting issues
- Perform deep-dive analysis on KPIs, to extract insights on underlying issues and challenge existing processes. Proactively contribute to the development of the overall customer experience including development/improvement of systems and data
- Ensure the data is kept true and consistent following product releases and updates to our tools
- Identify bottlenecks in data collection and sharing and work with stakeholders to define processes to make data available in a timely manner, including real-time where relevant
- Contribute to maintain a single source of truth by identifying potential inconsistencies and working with the Tools and Data teams to mitigate them
- Work closely with the Strategy function by helping to generate hypothesis and to build a fact-based to support decision-making
- Support other departments in Customer Care in setting up consistent dashboards and by sharing knowledge about the definitions and potential of our data
- Spearhead a culture transformation to place data as the driver of prioritization and decision-making across Customer Care
- Coach an Analyst to extend the capacity, reach and impact of the Reporting function
- Carry out supervisory and management responsibilities in accordance with the organization's policies and procedures
- Shape the direction of the team, keep them focused and motivated to deliver the ri