CX Governance & Service Standards Manager

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, governing The 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