CX Governance & Service Standards Lead

The role

The CX Governance & Service Standards Manager leads the design and governance of company-wide service standards. This role drives the evolution toward a proactive resolution engine by leading the Global VoC Forum and the Fix the Basics initiative.

What you will do

• Chair and direct the Global VoC Forum
• Govern the Listen-Analyze-Act-Monitor lifecycle
• Execute, track, and advance internal CX maturity baselines
• Direct the macro Fix the Basics program
• Partner with Product teams and GTM leads to feed insights into product roadmaps
• Benchmark and optimize customer touchpoints to lower Customer Effort Score
• Lead the operational rollout and continuous governance of The Trustpilot Experience: Service Standard
• Operationalize Trustpilot’s 5 core values into operational expectations
• Provide tailored service delivery guidelines for specialized functions

Required qualifications

• Experience leading CX Strategy, Voice of the Customer (VoC) programs, Customer Journey Mapping, or Quality Governance within a fast-paced SaaS, digital marketplace, or e-commerce environment
• Demonstrated track record of leading cross-departmental forums and influencing Product, Engineering, GTM, and Commercial leaders without direct authority
• Experience developing, operationalizing, and auditing customer service delivery standards, quality rubrics, and closed-loop governance engines
• Ability to build strong relationships across Product, Legal, GTM, and Support teams while holding stakeholders accountable to customer outcomes
• Skilled at synthesizing qualitative customer sentiment, ticket logs, and contact drivers into compelling root-cause business cases
• Deep alignment with Trustpilot's core values

Benefits

• Flexible working options
• Competitive compensation package + bonus
• 25 days holiday per year, increasing to 28 days after 2 years
• Two paid volunteering days a year
• Learning and development opportunities through Trustpilot Academy and Blinkist
• Pension and life insurance
• Health cash plan, online GP, 24/7, Employee Assistance Plan
• Full access to Headspace
• Paid parental leave
• Season ticket loan and a cycle-to-work scheme
• Central office with pool table, gaming corner, coffee bars and snacks
• Regular company-wide celebrations, community activities, and team socials

About the company

Trustpilot is a profitable, high-growth FTSE-250 company that runs the world's largest open customer review platform. Headquartered in Copenhagen, it has over 1000 employees and operations in multiple global locations.