Data Governance Specialist - London

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 are looking for a Data Governance Specialist to join our growing Data team and help establish and scale our Data Governance efforts within Customer Care. You’ll play a key role in ensuring data quality, consistency, and trustworthiness across every system, site, and team that generates or relies on operational data.

Your mission:

• Establish and maintain a single source of truth for Customer Care data across all platforms and geographies.
• Define, document, and enforce data standards, taxonomies, and definitions so every team speaks the same data language.
• Partner with Data Analysts, Analytics Engineers, and Data Engineers to ensure data governance rules are embedded into tools and processes, not bolted on afterwards.

What you will do:

• Build a global data hierarchy: create a top‑down view of how granular data points roll up into strategic categories ensuring consistency across all sites and BPOs.
• Design and implement a tagging and classification process for agents, enabling reliable metadata capture across manual and automated workflows.
• Define and enforce consistent definitions across all data sources — ensuring that concepts like “Productive Hours” or “Handle Time” carry the same meaning in every tool and every location.
• Establish and maintain data refresh cadences, communicating proactively with owners of key data sources.
• Coordinate with Customer Care tooling owners to support the implementation of governance rules directly in source systems.
• Establish the Golden Record (Master Data Management): identify the authoritative source for each key data domain and resolve conflicts between systems.
• Own and maintain a comprehensive Data Dictionary documenting all available fields, their definitions, owners, and lineage.
• Maintain a register of assumptions and changes — what changed, when, and why.
• Define the end‑to‑end data architecture for Customer Care, both conceptual and logical.
• Establish and oversee data change management processes covering the full lifecycle.
• Leverage AI‑assisted tools to accelerate data classification, anomaly detection, and documentation.
• Drive a data literacy and self‑service culture: run workshops and produce plain‑language documentation.
• Monitor data quality KPIs and own remediation when thresholds are breached.
• Act as the primary point of contact for data‑related escalations from Customer Care operations, analytics, and leadership.

What you need:

• University degree in Business Administration, Information Management, Computer Science, or a related field.
• 3+ years of experience in a data governance, data management, business intelligence, or analytics role.
• Proven ability to design and implement data taxonomies, classification frameworks, or data dictionaries in a complex environment.
• Solid understanding of Master Data Management (MDM) principles and data lifecycle management.
• Proficiency in SQL for querying, validating, and auditing data across databases.
• Strong documentation skills and a structured, detail‑oriented approach to problem‑solving.
• Genuine curiosity for leveraging AI and automation to enhance governance workflows.
• Excellent communication skills in English.
• Comfortable working independently in a fast‑paced, international environment.

Bonus points for…

• Experience working with CRM, WFM, or contact‑centre platforms.
• Experience with data cataloguing tools.
• Exposure to cloud data warehouses.
• Understanding of data privacy regulations and their operational implications.
• Experience in a BPO, outsourcing, or multi‑site Customer Care environment.

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.

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.

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