Digital Experience Manager (UX Developer)

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 independent consumer 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!

As our Digital Experience Manager, you will be the architect of Trustpilot’s customer-facing Help Centre and self-service ecosystem. Sitting within our Digital Customer Support team, your mission is to bring our "Smart Tools, Trusted Help" vision to life by combining front-end development with cutting-edge UX thinking. You’ll be the driving force behind how our customers find answers, utilising AI-ready structures and Salesforce Experience Cloud to ensure every interaction is effortless and intuitive. If you’re ready to own the end-to-end digital support experience in a fast-paced SaaS environment, we want to hear from you.

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.


• Implement layout, navigation, and usability improvements using HTML, CSS, and JavaScript to enhance the overall user journey.


• 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 are proficient in front-end development (HTML, CSS, and JavaScript) and comfortable translating UI/UX designs into functional components.


• 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, 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 a 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

Still not sure?

We want to be a part of creating a more diverse, equitable, and inclusive world of work for all. We're excited to hear about your experiences, along with how you will contribute to our working culture. Even if you don't feel you meet all the requirements, we'd still really like to hear from you!