At Trustpilot, we're on an incredible journey. We're a profitable, high-growth FTSE-250 company with a big vision: to become the universal symbol of trust. We run the world's largest open customer review platform, and while we've come a long way, there's still so much exciting work to do. Come join us at the heart of trust!
The CX Governance & Service Standards Manager within the Customer Experience Performance (CEP) team leads the design and governance of the future company-wide scaling of Trustpilot’s service standards, for service excellence and continuous improvement across Customer Experience & Support (CES) and the wider Trustpilot organization. Leading the strategic function CX Governance & Service Standards, this role drives Trustpilot’s evolution toward a proactive, closed-loop resolution engine. It leads the enterprise Voice of the Customer (VoC) governance rhythm, chairs the cross-functional Global VoC Forum, and directs the company-wide 'Fix the Basics' initiative to eliminate avoidable customer contacts at the root. Additionally, the role anchors service quality, governingThe Trustpilot Experience: Service Standard while actively supporting any customer-facing teams across Trustpilot that would want to tailor and apply these standards to their specific operational workflows, systematically reducing customer effort and increasing the experience.
What you’ll be doing:
Global Voice of the Customer (VoC) Closed-Loop Governance
- VoC Forum Leadership: Chair, and direct the Global VoC Forum, bringing together cross-functional leadership across all operational, commercial, and technical business owners to drive collective ownership and end-to-end accountability for eliminating customer friction points.
- Closed-Loop Feedback Engine: Govern the "Listen-Analyze-Act-Monitor" lifecycle by translating end-to-end customer listening signals and contact diagnostics into validated, prioritized roadmap solutions across all relevant business units.
- CX Maturity Benchmarking: Execute, track, and advance internal CX maturity baselines across Trustpilot teams, ensuring trust metrics directly inform business strategy.
"Fix the Basics" Failure-Points Elimination
- Macro Root-Cause Analysis: Direct the macro "Fix the Basics" program, analyzing contact drivers and support data to identify the underlying product, policy, and workflow failures that generate avoidable customer contact.
- The best service is no service: Partnering directly with Product teams and GTM leads to feed contact-driver insights and rapid product-release bugs straight into product roadmaps, embedding "the best service is no service" philosophy across the business.
- Customer Effort Reduction: Continuously benchmark and optimize customer touchpoints to systematically lower the Customer Effort Score (CES) across human and digital interactions.
The Trustpilot Experience: Service Standard
- Rollout & Governance: Lead the operational rollout and continuous governance of The Trustpilot Experience: Service Standard within CES and where suited across other customer touchpoints, unifying expectations for speed, accuracy, empathetic tone, plain-language policy translation, and First-Contact Resolution (FCR).
- Core Values Integration: Operationalize Trustpilot’s 5 core values (Start with Customer, Act with Integrity, Positively Human, Make It Happen, Win Together) into clear operational expectations.
- Multi-Departmental Application opportunity: Provide tailored service delivery guidelines for specialized functions. like Customer Support, Digital CS, Content Integrity, Trust & Enforcement, Billing/Finance, Product Support, and Commercial teams.
To maximize impact without operational overlap, this role maintains a crisp division of labor between CEP's governance engine and frontline partner teams:
- VoC Governance: CEP owns the global VoC data infrastructure, centralizing feedback into Looker/Salesforce and tracking macro resolution metrics. The CX & Community Advocacy Team shapes the qualitative agenda, curates customer narrative case studies, and defines focal themes for executive reviews.
- Jira Escalations & Failure Elimination: CEP maintains the macro "Fix the Basics" Jira tracking board and statistical root-cause correlation. The CX Managers log domain-specific qualitative issues from frontline interactions and upvote systemic friction with Product pods.
- Standards & Playbooks: CEP owns the overarching service standards and audit frameworks. The CX & Community Advocacy Team author B2B/B2C help guides, CSM 1-to-many playbooks, and brand-voice rules for AI review assistants.
Who you are:
- CX Strategy & Governance: Experience leading CX Strategy, Voice of the Customer (VoC) programs, Customer Journey Mapping, or Quality Governance within a fast-paced SaaS, digital marketplace, or e-commerce environment.
- Cross-Functional Influence: Demonstrated track record of leading cross-departmental forums and influencing Product, Engineering, GTM, and Commercial leaders without direct authority.
- Standards & Frameworks: Experience developing, operationalizing, and auditing customer service delivery standards, quality rubrics, and closed-loop governance engines.
- Strategic Influence & Diplomatic Persistence: Ability to build strong relationships across Product, Legal, GTM, and Support teams while holding stakeholders accountable to customer outcomes.
- Root-Cause Diagnostic Capability: Skilled at synthesizing qualitative customer sentiment, ticket logs, and contact drivers into compelling root-cause business cases.
- Values-Driven Customer Advocacy: Deep alignment with Trustpilot's core values, with a passion for eliminating corporate jargon and placing human empathy at the center of process design.
What’s in it for you:
- A range of flexible working options to dedicate time to what matters to you
- Competitive compensation package + bonus
- 25 days holiday per year, increasing to 28 days after 2 years of employment
- Two (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community
- Rich learning and development opportunities are supported through the Trustpilot Academy and Blinkist
- Pension and life insurance
- Health cash plan, online GP, 24/7, Employee Assistance Plan
- Full access to Headspace, a popular mindfulness app to promote positive mental health
- Paid parental leave
- Season ticket loan and a cycle-to-work scheme
- Central office location complete with pool table, a gaming corner, coffee bars and all the snacks and refreshments you can ask for
- Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, Trustie Community activities, and team socials.
- Access to over 4,000 deals and discounts on things like travel, electronics, fashion, fitness, cinema discounts, and more.
- Independent financial advice and free standard professional mortgage broker advice
- Talent acceleration programs: Fast-track your career with our tailored development programs designed to support growth at whatever stage of your career
Still not sure?
We want to be a part of creating a more diverse, equitable, and inclusive world of work for all. We’re excited to hear about your experiences along with how you will contribute to our working culture. Even if you don’t feel you meet all the requirements, we'd still really like to hear from you!
#LI-Hybrid #LI-RS1
CX Governance & Service Standards Manager in London employer: Trustpilot
At Trustpilot, we pride ourselves on being an exceptional employer, offering a vibrant work culture that fosters growth and development. With a clear progression path from the Procurement and Accounts Payable Administrator role into specialist positions, employees benefit from comprehensive training, flexible working options, and a competitive compensation package. Our central office location is designed for collaboration and well-being, featuring amenities like gaming corners and regular social events, making it an ideal place to build a meaningful career.
