CX Governance & Service Standards Lead

Trustpilot ·London·Posted 3 November 2026

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About the role

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…

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