Director of Customer Experience

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 Trustpilot’s presence on our platform, engaging with customers and upholding our brand’s positive image.

What you’ll 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 Trustpilot’s 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.

Who you are:

• 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.

What's in it for you:

• A competitive base salary ranging from $180,000 to $200,000 gross per year. This range doesn’t include any variable pay such as bonuses, awards made under Trustpilot’s equity program or other benefits. 
• A range of flexible working options to dedicate time to what matters to you
• 20 vacation days + 2 personal days +10 paid holidays per year 
• 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
• Full health insurance 
• 401k matching your contributions dollar-for-dollar up to 4% of your base salary
• Discounted club membership at Life Time Fitness
• 24/7 Employee Assistance Plan and full access to Headspace, a popular mindfulness app to promote positive mental health
• Paid parental leave for employees who have been employed for over 6 months with full full scope of benefit after 12 months
• Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities and team socials
• A friendly, open office complete with a foosball table, roof deck with wifi (rooftop meeting anyone?!) and unlimited snacks and drinks 
• Communal lunch, extra treats and events during the month —  think ice cream carts, coffee bars and massages, to name a few

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 as well as how you will contribute to our working culture. So, even if you don’t feel you don't meet all the requirements, we'd still really like to hear from you!

#LI-SK1