CX Governance & Service Standards Manager
Core
Leads the design and governance of company-wide service standards and the Voice of the Customer (VoC) closed-loop engine to eliminate avoidable customer contacts and reduce customer effort.
Role type
Senior IC CX Strategy & Governance Manager
Builds
Enterprise VoC governance rhythm, cross-functional 'Fix the Basics' initiative, and The Trustpilot Experience: Service Standard.
Domain
Customer Experience (CX) / SaaS / Digital Marketplace
Required skills
CX Strategy, Voice of the Customer (VoC) program leadership, Customer Journey Mapping, Quality Governance, Cross-functional influence, Standards & Frameworks development, Root-cause diagnostic capability
Preferred skills
Diplomatic persistence, Values-driven customer advocacy
Technologies
Looker, Salesforce, Jira
Responsibilities
Chair and direct the Global VoC Forum; Govern the 'Listen-Analyze-Act-Monitor' lifecycle; Execute CX maturity benchmarking; Direct the 'Fix the Basics' macro root-cause analysis program; Lead the rollout and governance of The Trustpilot Experience: Service Standard.
Seniority
Senior, hands-on IC
