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- Tasks: Lead the design and optimisation of our customer Help Centre using cutting-edge tech.
- Company: Join Trustpilot, a high-growth FTSE-250 company on a mission to build trust.
- Benefits: Flexible working, competitive pay, 25+ days holiday, and wellness support.
- Other info: Join a vibrant team with great career growth and community engagement opportunities.
- Why this job: Make a real impact in enhancing customer experience with innovative digital solutions.
- Qualifications: Experience in self-service platforms, front-end development, and UX design.
The predicted salary is between 50000 - 60000 £ per year.
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 independent consumer 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!
As our Digital Experience Manager, you will be the architect of Trustpilot’s customer-facing Help Centre and self-service ecosystem. Sitting within our Digital Customer Support team, your mission is to bring our "Smart Tools, Trusted Help" vision to life by combining front-end development with cutting-edge UX thinking. You’ll be the driving force behind how our customers find answers, utilising AI-ready structures and Salesforce Experience Cloud to ensure every interaction is effortless and intuitive. If you’re ready to own the end-to-end digital support experience in a fast-paced SaaS environment, we want to hear from you.
What you'll be doing:
- Develop, customise, and maintain Help Centre templates and components, acting as our internal super-user for Salesforce Experience Cloud and Agentforce capabilities.
- Implement layout, navigation, and usability improvements using HTML, CSS, and JavaScript to enhance the overall user journey.
- Design and run A/B or multivariate tests to validate hypotheses, using data-backed insights to reduce customer friction.
- Research and implement modern AIEO (AI Engine Optimisation) practices to improve content discoverability and search performance across all digital channels.
- Build structural standards and page layouts that ensure content is accessible, coherent, and aligned with our global brand guidelines.
- Own the governance structures that keep our cross-functional knowledge ecosystem running smoothly, evaluating, prioritising, and overseeing knowledge and Help Centre developments at scale.
Who you are:
- You have proven experience developing and optimising self-service platforms or customer-facing Help Centres.
- While deep, hands-on experience with Salesforce Experience Cloud, Lightning Web Components (LWC), and Salesforce Knowledge, is a significant advantage, we are open to experts who have managed similar help desk ecosystems and are ready to apply those skills to our stack.
- You are proficient in front-end development (HTML, CSS, and JavaScript) and comfortable translating UI/UX designs into functional components.
- You have a proven track record of running A/B tests and using analytics tools (like GA4, Looker, or Hotjar) to inform design decisions.
- You have a strong sensibility for UI/UX and can create simple graphical assets or layouts using tools like Figma.
- You are familiar with SEO/AIEO concepts and stay ahead of emerging digital CX technologies.
- You're comfortable owning structured working processes and bringing cross-functional teams together around a shared roadmap.
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 table tennis, 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, ERG 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!
Digital Experience Manager in London employer: Trustpilot
Contact Detail:
Trustpilot Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Digital Experience Manager in London
✨Tip Number 1
Get to know the company inside out! Research Trustpilot's mission, values, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their journey.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions and showcasing your skills. Think about how your experience with self-service platforms and front-end development aligns with Trustpilot’s needs. Be ready to share specific examples!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Digital Experience Manager in London
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for the role shine through! We want to see how excited you are about becoming our Digital Experience Manager and how you can contribute to Trustpilot's mission.
Tailor Your CV: Make sure your CV is tailored to the job description. Highlight your experience with self-service platforms and front-end development. We love seeing how your skills align with what we're looking for!
Be Specific with Examples: Use specific examples from your past work to demonstrate your skills. Whether it's running A/B tests or optimising user journeys, we want to hear about your successes and how they relate to the role.
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it makes the process smoother for everyone involved.
How to prepare for a job interview at Trustpilot
✨Know Your Tech Stack
Familiarise yourself with Salesforce Experience Cloud, HTML, CSS, and JavaScript. Be ready to discuss how you've used these technologies in past projects, especially in optimising self-service platforms or Help Centres.
✨Showcase Your UX Skills
Prepare examples of your work that highlight your understanding of UI/UX principles. Discuss any A/B tests you've run and how data informed your design decisions, as this will resonate well with their focus on enhancing user journeys.
✨Demonstrate Your Problem-Solving Ability
Think of specific challenges you've faced in previous roles related to digital customer support. Be ready to explain how you approached these issues and the outcomes, showcasing your ability to drive improvements in a fast-paced environment.
✨Align with Their Vision
Research Trustpilot's mission to become the universal symbol of trust. Be prepared to articulate how your skills and experiences align with their goals, particularly in creating intuitive and effortless customer interactions.