Self Service Experience Lead

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 Self-Service Experience Lead owns the self-service experience layer that coordinates across Trustpilot's customer-facing AI, knowledge, and digital experience surfaces, including the Help Center. As Trustpilot's self-service capability matures, this role provides the vital orchestration function ensuring AI agents, a governed knowledge base, and digital experience tooling work together toward a shared, inclusive goal: helping all customers effortlessly resolve their needs without requiring human intervention. Sitting within our Digital Customer Support team, your mission is to bring our "Smart Tools, Trusted Help" vision to life. This is an empowering, end-to-end ownership role for the self-service experience — responsible for shaping what an accessible, seamless digital support experience should deliver. You will track and drive containment targets, manage the self-service roadmap to proactively solve customer challenges, and ensure that cross-functional investments across AI, knowledge, and digital tooling are sequenced collaboratively to drive meaningful, measurable outcomes for our global community. What you'll be doing: Co-create and maintain the Digital Customer Support self-service roadmap across AI agent capability, knowledge quality, and digital experience channels. Track, analyze, and transparently report on self-service containment rates and performance metrics, translating community data into actionable, empathetic insights. Act as a collaborative bridge between Digital Customer Support and Trustpilot's GTM, Product, and Engineering teams to ensure diverse platform needs are clearly articulated. Orchestrate inclusive cross-functional delivery alongside your core team members responsible for scope and delivery.. Lead discovery and scoping for new initiatives by listening to diverse customer voices, support trends, and multi-team stakeholder input. Nurture the Support-to-Product feedback loop, translating customer failure patterns into actionable product insights that benefit all users. Champion UX fixes and continuous experience improvements with Product and Engineering teams to remove barriers and eliminate root causes of customer effort. Manage the self-service backlog with care, ensuring intake, prioritization, and progression focus on the highest-impact improvements for our community. Produce accessible, clear, and structured reporting on self-service performance and roadmap progress for leadership and cross-functional partners. Connect team outputs directly to meaningful outcomes that elevate user satisfaction, including deflection, CSAT, and overall ease of service. Who you are: Bring 3–5+ years of experience in product management, digital operations, CX, or customer support, with a track record of owning digital products in SaaS or tech environments. Experience managing a self-service or product roadmap end-to-end—from inclusive discovery and prioritization through to delivery, evaluation, and iteration. Possess strong product thinking, with an ability to frame complex problems empathetically and build compelling cases for prioritization based on impact, equity, and strategic fit. Bring an orchestration and growth mindset, thriving in collaborative environments where you build consensus and alignment across teams without needing direct authority. A data-driven decision maker who values diverse perspectives, using performance data and user insights to guide empathetic short- and long-term priorities. An open, adaptable, and structured communicator who easily translates technical concepts into accessible language for diverse audiences—from engineers to senior leaders. Deeply curious about modern, accessible self-service experiences, digital support channels, and the AI-powered support landscape (AI agents, knowledge bases, digital tooling). Value the full spectrum of self-service metrics (containment, deflection, CSAT, cost-to-serve) and understand how thoughtful experience design directly improves customer satisfaction. Familiar with agile ways of working, product frameworks (e.g., Kanban, Scrum), backlog prioritization, and collaborative discovery methodologies. Comfortable navigating ambiguity with resilience, welcoming incomplete information as an opportunity to learn, ask questions, and build trusted relationships. 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, with an extra 5 days holiday allocated after your 1 year anniversary (prorated) 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 Comprehensive health package, pension, and full access to Headspace, a popular mindfulness app to promote positive mental health Paid parental leave Central office with a laid-back vibe and constant buzz of different languages being spoken everywhere you go It’s complete with a coffee bar, canteen, and table tennis and has a wide variety of refreshments available - you can opt-in for breakfast and lunch at an affordable price Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities, and team socials Opportunity to join the Trustpilot Social Club for a small monthly fee and attend regular social and leisure activities like go-karting, cooking classes, and escape rooms Employee discounts to restaurants and shops #LI-MG1 About us Trustpilot began in 2007 with a simple yet powerful idea that is more rele