Director of Customer Experience

Our vision is to be the universal symbol of trust, bringing consumers and businesses together through reviews. We are well on our way but theres still an exciting journey ahead. Join us at the heart of trust.We are seeking an experienced and accomplished leader to join our Global Customer Experience team as Director of Customer Experience. In this key role, you will be responsible for shaping and delivering a customer experience strategy that ensures satisfaction, operational efficiency, and profitability, while ensuring seamless interactions across all customer touchpoints.
As a key advocate for our customers, you will actively gather and analyse feedback to understand their needs, pain points, and preferences. By translating these insights into actionable improvements, you will enhance the overall customer journey and reduce friction points. Additionally, you will lead a team of CX professionals, guiding them in delivering high-quality customer experiences and promoting a customer-centric culture throughout the organisation.
Collaborating closely with senior leadership and department heads, you will ensure that the customer experience strategy aligns with our broader business goals, leveraging data and customer satisfaction metrics to inform decision-making. You will also oversee Trustpilots presence on our platform, engaging with customers and upholding our brands positive image.
What youll be doing:

Define and implement a comprehensive customer experience strategy, ensuring it aligns with our business goals and consistently enhances customer touchpoints.
Identify and address friction points in the customer journey, streamlining processes to reduce effort and improve overall experiences.
Create, upkeep, and maintain CX artifacts (such as journey maps, personas, and service blueprints) to ensure a holistic view of the customer journey and inform decision-making.
Oversee social media customer support efforts, monitoring social channels, addressing inquiries, and resolving issues promptly to ensure a positive customer experience.
Oversee and mentor a team of customer experience professionals, ensuring effective delivery of initiatives that amplify positive customer experiences.
Implement and optimize customer satisfaction measurement systems (CSAT) to track performance, gather insights, and make data-driven adjustments to improve customer experience.
Oversee Trustpilots engagement on its own platform, responding to reviews and maintaining a positive brand image.
Leverage customer data and satisfaction metrics to track performance, make informed decisions, and promote continuous improvement efforts.

Significant experience in customer experience management, ideally in roles such as CX Manager or Head of Customer Experience, with a comprehensive proven history of improving customer journeys.
Ability to align CX initiatives with overall business goals and create a vision for delivering high-quality customer experiences.
Strong proficiency in interpreting customer data, identifying trends, and using insights to make informed decisions.
Effective in expressing thoughts both orally and in writing, capable of engaging collaboratively with team members and clients of all seniorities.
Passion for customer advocacy, with a deep understanding of customer needs, pain points, and expectations.
Demonstrated ability to influence, mentor, and inspire a team of CX professionals to deliver effective results.
Familiarity with customer journey mapping techniques, customer effort models, and customer satisfaction measurement systems. Certifications such as CCXP are desirable.

Still not sure?
We want to be a part of creating a more diverse, equitable, and inclusive world of work for all. Were excited to hear about your experiences as well as how you will contribute to our working culture. So, even if you dont feel you don't meet all the requirements, we'd still really like to hear from you!
#LI-SK1About us
Trustpilot began in 2007 with a simple yet powerful idea that is more relevant today than ever to be the universal symbol of trust, bringing consumers and businesses together through reviews. Trustpilot is open, independent, and impartial we help consumers make the right choices and businesses to build trust, grow and improve.
Today, we have more than 300 million reviews and 67 million monthly active users across the globe, with 127 billion annual Trustpilot brand impressions, and the numbers keep growing. We have more than 900 employees and were headquartered in Copenhagen, with operations in Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan and New York.
Were driven by connection. Its at the heart of what we do. Our culture keeps things fresh its built on the relationships we create. We talk, we laugh, we collaborate and we respect each other. We work across borders and cultures to be the universal symbol of trust in an ever-changing world. With vibrant office locations worldwide and over 50 nationalities, were proud to be an equal opportunity workplace with diverse perspectives and ideas.
Our purpose to help people and businesses help each other is a tall order, but we keep it real. Were a great bunch of humans, doing awesome stuff, without fuss or pretense. A successful Trustpilot future is driven by you we give you the autonomy to shape a career you can be proud of. If youre ready to grow, lets go.
Join us at the heart of trust.

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 supported through the Trustpilot Academy, LinkedIn Learning 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