What you'll be doing
- Develop, customise, and maintain Help Centre templates and components, acting as our internal super‑user for Salesforce Experience Cloud and Agentforce capabilities.
- Design and run A/B or multivariate tests to validate hypotheses, using data‑backed insights to reduce customer friction.
- Research and implement modern AIEO (AI Engine Optimisation) practices to improve content discoverability and search performance across all digital channels.
- Build structural standards and page layouts that ensure content is accessible, coherent, and aligned with our global brand guidelines.
- Own the governance structures that keep our cross‑functional knowledge ecosystem running smoothly, evaluating, prioritising, and overseeing knowledge and Help Centre developments at scale.
Who you are
- You have proven experience developing and optimising self‑service platforms or customer‑facing Help Centres. While deep, hands‑on experience with Salesforce Experience Cloud, Lightning Web Components (LWC), and Salesforce Knowledge, is a significant advantage, we are open to experts who have managed similar help desk ecosystems and are ready to apply those skills to our stack.
- You have a proven track record of running A/B tests and using analytics tools (like GA4, Looker, or Hotjar) to inform design decisions.
- You have a strong sensibility for UI/UX and can create simple graphical assets or layouts using tools like Figma.
- You are familiar with SEO/AIEO concepts and stay ahead of emerging digital CX technologies.
- You're comfortable owning structured working processes and bringing cross‑functional teams together around a shared roadmap.
What's in it for you
- A range of flexible working options to dedicate time to what matters to you
- Competitive compensation package + bonus
- 25 days holiday per year, increasing to 28 days after 2 years of employment
- 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 are supported through the Trustpilot Academy and Blinkist
- Pension and life insurance
- Health cash plan, online GP, 24/7, Employee Assistance Plan
- Full access to Headspace, a popular mindfulness app to promote positive mental health
- Paid parental leave
- Season ticket loan and a cycle‑to‑work scheme
- Central office location complete with table tennis, a gaming corner, coffee bars and all the snacks and refreshments you can ask for
- Regular opportunities to connect and get to know your fellow Trusties, including company‑wide celebrations and events, ERG activities, and team socials.
- Access to over 4,000 deals and discounts on things like travel, electronics, fashion, fitness, cinema discounts, and more.
- Independent financial advice and free standard professional mortgage broker advice
- Talent acceleration programs: Fast‑track your career with our tailored development programs designed to support growth at whatever stage of your career
Trustpilot is committed to creating an inclusive environment where people from all backgrounds can thrive and where different viewpoints and experiences are valued and respected. Trustpilot will consider all applications for employment without regard to race, ethnicity, national origin, religious beliefs, gender identity or expression, sexual orientation, neurodiversity, disability, age, parental or veteran status. Together, we are the heart of trust.
Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed, and stored globally as necessary for the uses and disclosures stated in our Privacy Policy. If you have a disability and would like to discuss any adjustments you might need either in submitting your application, or to the recruitment process more generally, please let us know by contacting our Talent Acquisition Team (talent.acquisition@trustpilot.com).
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