CX Governance & Service Standards Lead

Trustpilot runs one of the world's largest open customer review platforms and is a FTSE-250 listed company. This London role leads Trustpilot's customer experience governance and service standards, helping the whole business cut avoidable customer contacts and lower customer effort.

What you would do:

• Chair the company-wide Voice of the Customer forum and keep leaders accountable for fixing friction points
• Run the listen, analyse, act and monitor cycle that turns customer feedback into prioritised fixes
• Lead the 'Fix the Basics' programme, finding the root causes of avoidable contacts
• Own Trustpilot's service standard and help customer-facing teams apply it to their own work
• Track customer experience maturity across teams

What they are looking for:

• Experience leading CX strategy, Voice of the Customer, journey mapping or quality governance in SaaS, a marketplace or e-commerce
• A record of influencing product, engineering and commercial leaders without direct authority
• Experience building and auditing service standards and quality frameworks
• Strong root-cause analysis skills using customer sentiment and contact data

Trustpilot lists benefits including 25 days' holiday (rising to 28 after two years), pension and life insurance, a health cash plan with online GP, paid parental leave and paid volunteering days. The role is hybrid from the Central London office.

Apply directly on Trustpilot's website using the button on this page.