Digital Experience Manager (UX Developer)

📍 Job Overview

Job Title: Digital Experience Manager (UX Developer)

Company: Trustpilot

Location: London, England, United Kingdom

Job Type: Full-Time

Category: Digital Customer Support / Operations

Date Posted: April 16, 2026

Experience Level: Mid-Level (approx. 2-5 years)

Remote Status: Hybrid

🚀 Role Summary

• Architect, develop, and maintain Trustpilot's customer-facing Help Centre and self-service ecosystem, leveraging Salesforce Experience Cloud and front-end development skills.

• Drive the "Smart Tools, Trusted Help" vision by integrating cutting-edge UX thinking and AI-ready structures for an intuitive customer journey.

• Execute data-driven A/B and multivariate tests to optimize user experience, reduce friction, and improve content discoverability.

• Own the governance and operational standards for a cross-functional knowledge ecosystem, ensuring coherence and alignment with global brand guidelines.

📝 Enhancement Note: The job title "Digital Experience Manager (UX Developer)" strongly suggests a hybrid role blending strategic ownership of digital customer support platforms with hands-on technical development. The emphasis on Salesforce Experience Cloud, HTML, CSS, and JavaScript points towards a Revenue Operations or Customer Success Operations adjacent function, focused on optimizing the customer self-service journey which directly impacts customer retention and support efficiency. The AIEO (AI Engine Optimization) and SEO mentions highlight a data-driven approach to content discoverability, crucial for scaling customer support operations in a SaaS environment.

📈 Primary Responsibilities

• Develop, customize, and maintain Help Centre templates and components within Salesforce Experience Cloud, acting as the internal super-user for its capabilities and Agentforce.

• Implement layout, navigation, and usability improvements using HTML, CSS, and JavaScript to enhance the end-to-end customer self-service journey.

• Design, execute, and analyze A/B or multivariate tests to validate hypotheses and inform data-backed design decisions for reducing customer friction.

• Research and implement modern AIEO (AI Engine Optimization) and SEO practices to significantly improve content discoverability and search performance across all digital support channels.

• Establish and enforce structural standards and page layouts that ensure content is accessible, coherent, and strictly aligned with Trustpilot's global brand guidelines.

• Own and manage governance structures for the cross-functional knowledge ecosystem, evaluating, prioritizing, and overseeing knowledge and Help Centre developments at scale.

• Collaborate with cross-functional teams (e.g., Product, Engineering, Marketing, Customer Support) to gather requirements and ensure the digital support experience aligns with broader business objectives.

• Monitor key performance indicators (KPIs) related to self-service adoption, customer satisfaction with help content, and support ticket deflection.

📝 Enhancement Note: The responsibilities outline a clear focus on platform ownership, technical implementation, and strategic optimization within the customer support domain. This role is critical for operational efficiency by enabling customers to find answers independently, thereby reducing reliance on direct support channels. The emphasis on A/B testing and AIEO directly aligns with GTM and RevOps principles of continuous improvement and data-driven decision-making.

🎓 Skills & Qualifications

Education:

• While no specific degree is mandated, a Bachelor's degree in Computer Science, Web Design, Human-Computer Interaction, Marketing, or a related field is advantageous.

Experience:

• Proven experience in developing, customizing, and optimizing self-service platforms, customer-facing Help Centres, or knowledge management systems.

• Experience within a SaaS or technology-driven company, understanding the nuances of rapid growth and evolving digital customer support needs.

Required Skills:

• Proficiency in front-end development languages: HTML, CSS, and JavaScript.

• Experience with customer support platforms, particularly Salesforce Experience Cloud (formerly Community Cloud), Lightning Web Components (LWC), and Salesforce Knowledge.

• Strong understanding of UI/UX design principles and best practices for creating intuitive and accessible digital interfaces.

• Proven track record of designing and executing A/B or multivariate tests using analytics tools (e.g., GA4, Looker, Hotjar) to drive data-informed decisions.

• Familiarity with SEO (Search Engine Optimization) and AIEO (AI Engine Optimization) concepts to enhance content discoverability and search engine rankings for help content.

Preferred Skills:

• Direct hands-on experience with Salesforce Experience Cloud, LWC, and Salesforce Knowledge.

• Proficiency in design tools like Figma for creating graphical assets or layouts.

• Experience with knowledge management best practices and content strategy.

• Familiarity with AI-driven content optimization tools or strategies.

• Understanding of customer journey mapping and its application in self-service design.

📝 Enhancement Note: The requirements emphasize a blend of technical proficiency in front-end development and platform-specific expertise (Salesforce Experience Cloud), coupled with strategic thinking in UX, A/B testing, and SEO/AIEO. This indicates the role requires someone who can not only build but also strategically improve the self-service experience, impacting customer satisfaction and operational efficiency.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate successful projects involving the development or significant optimization of customer-facing Help Centres or self-service portals.

• Showcase examples of UI/UX improvements implemented, highlighting the problem, solution, and specific impact on user engagement or task completion.

• Include case studies of A/B or multivariate tests conducted, detailing the hypothesis, methodology, results, and subsequent actions taken.

• Present examples of structured content, navigation, or site architecture designed for optimal user experience and content discoverability.

Process Documentation:

• Be prepared to discuss your approach to designing and documenting user workflows for self-service journeys.

• Illustrate your methods for establishing and maintaining content governance and quality assurance processes within a knowledge ecosystem.

• Explain how you use data analytics and user feedback to iteratively improve processes, content, and platform features.

• Detail your experience in cross-functional process collaboration, including how you align different teams around shared operational goals for customer support.

📝 Enhancement Note: Operations roles, particularly those focused on customer experience and platform management, often require candidates to demonstrate tangible results. A portfolio showcasing specific projects, data-driven improvements, and process ownership is crucial. The emphasis on A/B testing, governance, and cross-functional collaboration aligns with operational best practices.

💵 Compensation & Benefits

Salary Range:

Benefits:

• Flexible working options to support work-life balance.

• Competitive compensation package, including a bonus structure.

• Generous holiday allowance: 25 days per year, increasing to 28 days after 2 years of service.

• Two paid volunteering days annually to contribute to community causes.

• Comprehensive learning and development opportunities through Trustpilot Academy and Blinkist.

• Pension scheme and life insurance coverage.

• Health cash plan, online GP services, and a 24/7 Employee Assistance Program.

• Full subscription to Headspace for mental well-being.

• Paid parental leave.

• Season ticket loan and cycle-to-work scheme for commuting assistance.

• Access to over 4,000 discounts on various lifestyle purchases (travel, electronics, fashion, fitness, cinema).

• Independent financial advice and professional mortgage broker services.

Working Hours:

• Standard full-time working hours are expected, likely around 40 hours per week, with flexibility offered to support a healthy work-life balance.

📝 Enhancement Note: The salary range is an estimation based on typical compensation for similar roles in London's tech market. The extensive benefits package highlights Trustpilot's commitment to employee well-being and professional development, which is a significant draw for operations professionals seeking stability and growth.

🎯 Team & Company Context

🏢 Company Culture

Industry: Software / Technology (SaaS), focused on Customer Reviews and Trust Platforms.

Company Size: Over 1,000 employees. This indicates a well-established organization with structured processes, but potentially still agile enough for impactful contributions from individual team members.

Founded: 2007. A company with over 15 years of history has likely refined its operational strategies and built a strong market presence.

Team Structure:

• Digital Customer Support Team: This role sits within this team, suggesting a focus on customer interaction channels beyond direct human support.

• Reporting: Likely reports to a Head of Digital Customer Support, or a similar managerial role overseeing customer-facing digital platforms and self-service initiatives.

• Collaboration: Expected to work closely with Product Management, Engineering, Marketing, and other Customer Support functions to ensure a cohesive customer experience.

Methodology:

• Data-Driven Optimization: Emphasis on A/B testing, analytics (GA4, Looker, Hotjar), and AIEO/SEO practices points to a culture that values empirical evidence for decision-making.

• Agile Development: The need to iterate on templates, components, and features suggests an agile or iterative approach to platform development and improvement.

• Customer-Centricity: The core mission of building trust and improving customer experience is paramount.

Company Website: https://business.trustpilot.com/

📝 Enhancement Note: Trustpilot's mission as a "universal symbol of trust" implies a culture that values transparency, integrity, and continuous improvement, which are all critical for operations roles. The company size suggests a mature operational framework where process efficiency and scalability are key.

📈 Career & Growth Analysis

Operations Career Level: This role represents a mid-level position within the Digital Customer Support or Operations function. It combines technical execution with strategic input on platform development and optimization, serving as a bridge between pure development and broader operational strategy.

Reporting Structure: The role likely reports into a management position within the Digital Customer Support team, with significant collaboration across various departments. This structure offers exposure to different facets of the business.

Operations Impact: This role directly impacts operational efficiency by:

• Reducing the volume of inbound support tickets through effective self-service.

• Improving customer satisfaction and Net Promoter Score (N.P.S.) by providing intuitive and accessible help resources.

• Ensuring brand consistency and effective communication across digital support channels.

Growth Opportunities:

• Technical Specialization: Deepen expertise in Salesforce Experience Cloud, front-end development, and AI-driven CX technologies.

• Strategic Leadership: Progress into roles with broader ownership of digital customer experience strategy, potentially managing a team or larger initiatives.

• Cross-Functional Mobility: Transition into Product Management, Customer Success Operations, or other GTM functions that leverage platform and customer journey expertise.

• Mentorship: Opportunity to mentor junior developers or content specialists within the team.

📝 Enhancement Note: The role offers a clear path for growth within operations and customer experience, focusing on specialized platform expertise and strategic impact. The emphasis on talent acceleration programs suggests a commitment to employee development within Trustpilot.

🌐 Work Environment

Office Type: Trustpilot offers a hybrid work environment, balancing remote flexibility with in-office collaboration. The description mentions a "central office location" with amenities like table tennis, a gaming corner, coffee bars, and refreshments, suggesting a vibrant and engaging office space designed for collaboration and employee well-being.

Office Location(s): London, England. The office is centrally located, implying accessibility for employees across the city.

Workspace Context:

• Collaborative Environment: The office amenities and emphasis on team socials and ERG activities foster a collaborative and social work atmosphere.

• Tools & Technology: Access to necessary development tools, likely integrated with Trustpilot's broader tech stack, will be provided to support front-end development and platform management.

• Team Interaction: Opportunities for in-person interaction with team members and colleagues from other departments are prioritized for knowledge sharing and innovation.

Work Schedule: The hybrid model provides flexibility, allowing individuals to structure their week between remote work and office-based days. This flexibility is beneficial for managing deep work and collaborative tasks effectively.

📝 Enhancement Note: The hybrid work model and the description of the London office suggest a modern and employee-centric workplace. For operations roles, this blend of flexibility and collaborative space is ideal for balancing focused development work with team synergy.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your application, resume, and potentially a brief portfolio overview to assess basic qualifications and cultural fit.

• Technical Interview: Likely involves coding challenges (HTML, CSS, JavaScript) and discussions about Salesforce Experience Cloud capabilities, front-end development best practices, and problem-solving scenarios.

• Portfolio Presentation & Case Study: A key stage where you'll present specific projects from your portfolio, detailing your role, the challenges, solutions, and quantifiable results (e.g., improvements in user engagement, reduction in support tickets). You may be asked to walk through your process for A/B testing or content governance.

• Behavioral & Team Fit Interview: Questions focused on your collaboration style, how you handle cross-functional challenges, your approach to continuous learning, and how you align with Trustpilot's values.

• Hiring Manager Interview: A final discussion with the hiring manager to assess strategic alignment, discuss role expectations in detail, and answer any remaining questions.

Portfolio Review Tips:

• Curate Selectively: Focus on 2-3 of your strongest projects that directly showcase your experience with Help

Centres, self-service platforms, front-end development, and data-driven optimization (A/B testing).

• Structure Your Case Studies: For each project, clearly outline:

  • The problem/challenge faced by the customer or business.
  • Your specific role and responsibilities.
  • The solution you designed and implemented (technically and strategically).
  • The tools and technologies used.
  • The measurable results and impact (use metrics like conversion rates, engagement, ticket deflection, satisfaction scores).

• Highlight Process: Emphasize your methodology, especially for A/B testing, user research, and content governance. Explain how you achieved the results.

• Demonstrate Technical Skills: Be ready to discuss your code, design choices, and how you translated UI/UX designs into functional components.

• Align with Trustpilot: Research Trustpilot's brand, customer base, and their "Smart Tools, Trusted Help" vision. Tailor your presentation to show how your skills and experience directly contribute to these goals.

Challenge Preparation:

• Be prepared for potential technical challenges, such as building a specific UI component in HTML/CSS/JS, or a scenario-based problem related to optimizing a customer journey.

• Practice articulating your thought process clearly and concisely. For operations roles, demonstrating how you break down problems and apply systematic solutions is key.

• Anticipate questions about your experience with Salesforce Experience Cloud, A/B testing frameworks, and managing content ecosystems.

📝 Enhancement Note: The emphasis on a portfolio and case studies is typical for roles requiring demonstrable impact. Operations candidates should prepare to showcase not just technical ability but also their strategic thinking, problem-solving approach, and ability to drive measurable business outcomes.

🛠 Tools & Technology Stack

Primary Tools:

• Salesforce Experience Cloud: Core platform for building and managing the customer-facing Help Centre. Expertise in customization, LWC, and Salesforce Knowledge is highly valued.

• HTML, CSS, JavaScript: Essential for front-end development, customizing templates, and building interactive components.

• Version Control System: Likely Git (e.g., GitHub, GitLab, Bitbucket) for code management and collaboration.

Analytics & Reporting:

• Google Analytics 4 (GA4): For tracking website traffic, user behavior, content consumption, and funnel performance.

• Looker: A potential business intelligence tool for more in-depth data analysis and dashboard creation.

• Hotjar (or similar): For user behavior analytics, heatmaps, session recordings, and feedback polls to understand user interactions.

CRM & Automation:

• Salesforce (Core CRM): While not directly managing the CRM, understanding its integration with Experience Cloud is beneficial.

• Potential Workflow/Automation Tools: Depending on the complexity of governance and content management, other tools might be involved.

📝 Enhancement Note: Proficiency in the listed tools, especially Salesforce Experience Cloud and front-end development languages, is crucial. The ability to leverage analytics tools for data-driven optimization is a core requirement for this operations-focused role.

👥 Team Culture & Values

Operations Values:

• Trust & Transparency: Aligned with Trustpilot's core mission, this value is paramount in all interactions and platform development.

• Customer-Centricity: A deep focus on understanding and improving the customer experience through effective self-service.

• Data-Driven Decision Making: Valuing empirical evidence and analytics to guide strategy and optimization efforts.

• Continuous Improvement: A proactive approach to identifying inefficiencies and implementing enhancements to processes and platforms.

• Collaboration: Working effectively across teams to achieve shared goals and ensure a cohesive customer journey.

Collaboration Style:

• Cross-Functional Integration: The role requires strong collaboration with Product, Engineering, Marketing, and Customer Support teams to ensure the Help Centre is aligned with business objectives and customer needs.

• Iterative Feedback Loops: Embracing a culture of receiving and providing constructive feedback to continuously refine the digital experience.

• Knowledge Sharing: Actively contributing to and leveraging a shared knowledge ecosystem, fostering an environment where information is accessible and utilized effectively.

📝 Enhancement Note: Trustpilot's emphasis on trust, customer-centricity, and data aligns perfectly with the operational ethos of optimizing processes for efficiency and customer satisfaction. Candidates should demonstrate how they embody these values in their work.

⚡ Challenges & Growth Opportunities

Challenges:

• Platform Scalability: Ensuring the Help Centre and self-service ecosystem can scale effectively with Trustpilot's continued growth and evolving customer needs.

• Content Discoverability: Continuously improving search functionality and content organization to ensure customers can easily find relevant information amidst a growing knowledge base.

• Cross-Functional Alignment: Managing competing priorities and ensuring alignment across various departments (Product, Marketing, Support) for content and platform updates.

• Adopting New Technologies: Staying ahead of emerging AIEO and digital CX trends and integrating them effectively into the existing platform and processes.

Learning & Development Opportunities:

• Deep Dive into Salesforce Ecosystem: Gaining advanced expertise in Salesforce Experience Cloud and its integration capabilities.

• AI & Machine Learning in CX: Learning about AI-driven content optimization, chatbots, and predictive support solutions.

• Advanced Analytics & UX Research: Developing skills in sophisticated A/B testing methodologies, user journey analysis, and qualitative UX research.

• Leadership Development: Opportunity to take on more strategic responsibilities, manage projects, and potentially lead a team through Trustpilot's talent acceleration programs.

📝 Enhancement Note: The challenges presented are typical for a growing SaaS company focused on digital customer experience. These challenges also represent significant opportunities for professional development and impact within Trustpilot.

💡 Interview Preparation

Strategy Questions:

• "Describe your process for optimizing a customer self-service portal. What metrics do you prioritize, and how do you use data to inform your decisions?" (Focus on A/B testing, GA4/Looker, and your systematic approach.)

• "How would you approach building out new content structures and templates in Salesforce Experience Cloud to ensure scalability and maintainability within a global brand?" (Highlight your understanding of governance, HTML/CSS/JS, and UX principles.)

Company & Culture Questions:

• "What excites you about Trustpilot's mission to be the universal symbol of trust, and how does that relate to your work in digital experience?" (Connect your passion for user experience and efficient support with Trustpilot's core values.)

• "How have you fostered collaboration between technical teams and content/product teams in previous roles?" (Provide specific examples of your cross-functional communication and project management skills.)

Portfolio Presentation Strategy:

• Storytelling: Frame your portfolio pieces as mini-case studies, clearly articulating the problem, your solution, and the impact.

• Quantify Everything: Use numbers and data to demonstrate the success of your initiatives. For example, "Implemented new navigation which reduced bounce rate by 15%," or "A/B tested two content layouts, resulting in a 10% increase in article engagement."

• Show, Don't Just Tell: Be prepared to share your screen and walk through specific examples of your work, code snippets, or analytics dashboards if relevant.

• Focus on Process: Explain your thought process, your testing methodologies, and how you ensured accessibility and brand consistency.

📝 Enhancement Note: Interview preparation for operations roles should focus on demonstrating analytical thinking, process-driven problem-solving, and the ability to translate technical skills into tangible business outcomes.

📌 Application Steps

To apply for this Digital Experience Manager (UX Developer) position:

• Submit your application through the provided link on the Trustpilot careers portal.

• Tailor Your Resume: Highlight keywords and experiences directly related to Salesforce Experience Cloud, front-end development (HTML, CSS, JavaScript), UX design, A/B testing, and customer self-service platforms. Quantify your achievements wherever possible.

• Prepare Your Portfolio: Curate 2-3 of your most relevant projects. Ensure each project clearly outlines the challenge, your solution, the technologies used, and the quantifiable results or impact. Be ready to present this during the interview process.

• Research Trustpilot: Familiarize yourself with their mission, values, products, and the "Smart Tools, Trusted Help" vision. Understand their customer base and the importance of trust in their platform.

• Practice Interview Responses: Prepare for technical questions on front-end development and Salesforce, as well as behavioral questions about collaboration, problem-solving, and data-driven decision-making. Practice walking through your portfolio projects.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.