VP of UX, Research and Design

📍 Job Overview

Job Title: VP of UX, Research and Design Company: Trustpilot Location: London, England, United Kingdom Job Type: Full-time Category: User Experience (UX), Research & Design Leadership Date Posted: October 12, 2025 Experience Level: 10+ years

🚀 Role Summary

• Lead and scale Trustpilot's User Experience (UX), User Research, and Product Design functions.
• Drive the strategic vision for user experiences across consumer, customer experience professional, and emerging AI-driven platforms.
• Foster close collaboration with Product Management and Engineering to translate product strategy into exceptional digital experiences.
• Champion the customer's voice across all levels of the organization, ensuring representation in strategic decision-making.
• Develop and implement frameworks for career growth, design systems, and standardized tooling to enhance team efficiency and consistency.

📝 Enhancement Note: This role is a senior leadership position focused on establishing and maturing the UX, Research, and Design functions within Trustpilot. The emphasis on "new wave of digital experiences" and "agentic AI experiences" indicates a forward-looking approach to product development, requiring a leader with strategic vision and experience in emerging technologies. The reporting line to the Chief Product Officer underscores the strategic importance of this role in defining the company's product direction and user-centricity.

📈 Primary Responsibilities

• Define and execute the overarching design strategy for Trustpilot's user interfaces and experiences, aligning with brand and copywriting efforts.
• Partner with Product Management to translate product strategy into tangible, user-centric deliverables and "north star" visions.
• Establish and grow a robust user research function, integrating quantitative and qualitative data to inform design decisions.
• Standardize design tooling, methodologies, and workflows to optimize the product design process and ensure consistent execution.
• Build and manage a comprehensive design system to improve efficiency and consistency for both design and engineering teams across multiple platforms.
• Ensure a seamless and cohesive customer experience across all touchpoints by collaborating with Brand and Marketing teams.
• Maintain deep expertise in iOS and Android platform design principles, advocating for a mobile-first approach.
• Represent Trustpilot's Product Design function externally through thought leadership, speaking engagements, writing, or community outreach.
• Manage and mentor a geographically dispersed team of designers and researchers, fostering a culture of high performance and continuous improvement.
• Develop and implement career frameworks and growth profiles to support the professional development of the design and research teams.

📝 Enhancement Note: The responsibilities highlight a blend of strategic leadership, operational excellence, and hands-on guidance. The emphasis on "connecting teams," "standardizing tooling," and "creating a design system" points to a need for strong operational management and process optimization skills. The requirement to "elevate the craft of product design publicly" suggests an expectation for thought leadership and industry presence.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong educational background in Design, Human-Computer Interaction (HCI), Computer Science, or a related field is highly beneficial. Equivalent practical experience with a demonstrable portfolio will be considered.

Experience: Extensive experience in design leadership roles, with a proven track record of building, managing, and scaling UX, User Research, and Product Design teams in a fast-paced, growth-oriented environment. Experience managing managers and leading geo-dispersed teams is essential.

Required Skills:

• Extensive experience in user experience (UX) design and product design, with a strong portfolio demonstrating successful product launches and team capabilities.
• Proven people management experience, including hiring, performance management, coaching, and developing design and research professionals.
• Expertise in developing and implementing design strategy that aligns with product and business objectives.
• Deep understanding of user research methodologies (quantitative and qualitative) and their integration into the design process.
• Proficiency in creating and scaling design systems across multiple platforms and customer experiences.
• Strong collaboration skills, with the ability to partner effectively with Product Management, Engineering, Brand, and Marketing teams.
• Excellent written and verbal communication skills, characterized by precision, clarity, honesty, and respect.
• Experience managing managers and providing feedback on individual and team performance.
• Demonstrated ability to guide teams in translating product strategy into tangible, high-quality deliverables.
• Experience managing geo-dispersed teams and fostering effective remote collaboration.
• Enthusiasm for building SaaS products, coupled with a growth mindset and a desire for continuous improvement.

Preferred Skills:

• Experience with AI-driven experiences and agentic AI integrations within product design.
• Familiarity with emerging AI answer engines and their impact on user interaction.
• Public speaking or writing experience within the design community.
• Deep knowledge of mobile-first design principles for iOS and Android platforms.

📝 Enhancement Note: The "10+ years" experience level, combined with the explicit mention of managing managers and leading geo-dispersed teams, signifies a senior executive role. The emphasis on translating "product strategy into tangible deliverables" and a "strong sense of product design, from high-level strategic direction down to UI design details" indicates a need for a leader who can operate both strategically and tactically.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive portfolio showcasing the candidate's team's ability to deliver high-quality user experiences across B2C and B2B platforms.
• Examples of strategic design leadership, including how design strategy was conceived and executed.
• Case studies demonstrating the successful implementation and impact of design systems.
• Evidence of building and scaling user research functions, with examples of how data influenced design outcomes.
• Demonstrations of process standardization, including tooling, methodologies, and workflow optimization initiatives.

Process Documentation:

• The portfolio should implicitly or explicitly detail the processes used for:
  • Strategic design planning and roadmap development.
  • User research execution, synthesis, and integration into design sprints.
  • Design system development, maintenance, and adoption strategies.
  • Cross-functional collaboration and alignment mechanisms.
  • Performance management and career development for design and research teams.

📝 Enhancement Note: For a VP-level role, the portfolio is critical. It's not just about showcasing individual design work, but demonstrating the ability to lead teams, establish processes, and drive strategic impact. The portfolio should highlight leadership in areas like design system maturity, research integration, and operational efficiency within the design function.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for a VP of UX, Research & Design in London with 10+ years of experience, a competitive salary range is estimated to be between £120,000 - £180,000 per annum. This range can vary based on the candidate's specific experience, qualifications, and the company's compensation philosophy.

Benefits:

• Flexible working options to support work-life balance.
• Competitive compensation package.
• Performance-based bonus.
• Generous paid time off: 25 days holiday per year, increasing to 28 days after 2 years of employment.
• Comprehensive Private Medical Insurance.
• Critical Illness Cover for added security.
• Equity participation through Restricted Stock Units (RSUs).
• Two paid volunteering days per year to support community initiatives.
• Robust learning and development opportunities via Trustpilot Academy and Blinkist.
• Pension scheme and life insurance.
• Health cash plan and access to an online GP service for convenient healthcare.
• 24/7 Employee Assistance Program for confidential support.
• Full access to Headspace for mental well-being support.
• Paid parental leave for new parents.
• Season ticket loan and a cycle-to-work scheme to support commuting.
• On-site amenities including table tennis, gaming corner, coffee bars, snacks, and refreshments.
• Regular social events, team-building activities, and ERG engagement opportunities.
• Access to a wide range of employee discounts and deals.
• Independent financial advice and professional mortgage broker services.
• Talent acceleration programs for career fast-tracking and development.

Working Hours: Standard full-time working hours are expected, with flexibility offered. The role is primarily on-site in London.

📝 Enhancement Note: The provided benefits list is extensive and aligns with those typically offered for senior leadership roles in tech companies in London. The mention of RSUs is a significant indicator of the compensation structure for executive positions. The salary estimate is based on market data for similar roles in the London tech scene, considering the seniority and scope of responsibilities.

🎯 Team & Company Context

🏢 Company Culture

Industry: Software & Internet (Online Reviews & Trust Platform). Trustpilot operates in the rapidly growing digital trust and customer feedback space, a critical component for businesses navigating online reputation and consumer engagement.

Company Size: FTSE-250 company, indicating a large, publicly traded organization with a significant market presence and employee base (over 1,000 employees globally, with operations in multiple international locations). This size suggests established processes but also a dynamic environment driven by growth.

Founded: 2007. Trustpilot has a history of over 15 years, indicating a mature company with a solid foundation and proven business model, yet still focused on innovation and growth.

Team Structure:

• The UX, Research, and Design function will report to the Chief Product Officer, indicating a strong integration with the product development lifecycle.
• The role involves managing a team of designers and researchers, potentially including other managers, and requires collaboration with Product Management and Engineering leadership.
• Cross-functional collaboration is a key aspect, involving Brand, Marketing, and other departments to ensure a cohesive brand and user experience across all touchpoints.

Methodology:

• A data-driven approach is emphasized, with User Research providing quantitative and qualitative insights to inform design decisions.
• The focus on establishing design systems and standardizing tooling points to a methodology centered on efficiency, scalability, and consistency.
• The strategy is to integrate UX, Research, and Design closely with Product Management and Engineering to bring the product strategy to life.

Company Website: https://business.trustpilot.com/jobs/7300083?gh_jid=7300083

📝 Enhancement Note: Trustpilot's positioning as a "universal symbol of trust" and its FTSE-250 status suggest a company with a strong mission, significant resources, and a commitment to professional development. The emphasis on connection, diverse perspectives, and "keeping it real" points to a culture that values both professional achievement and authentic human interaction.

📈 Career & Growth Analysis

Operations Career Level: This is a senior executive-level position, specifically a Vice President (VP) role, responsible for a critical function (UX, Research, Design) that directly impacts product success and customer satisfaction. It sits at the intersection of product strategy, user advocacy, and operational excellence within the design domain.

Reporting Structure: The VP will report directly to the Chief Product Officer (CPO), indicating a strategic partnership and direct influence on the company's product vision and execution. This level of reporting ensures that UX and design considerations are integrated at the highest levels of product decision-making.

Operations Impact: The role has a profound impact on revenue and business decisions by shaping user experiences that drive customer acquisition, retention, and satisfaction. A well-executed UX and design strategy can significantly influence conversion rates, user engagement, and ultimately, Trustpilot's market position as a trusted platform. The integration of AI experiences also positions the role to influence future product innovation and competitive advantage.

Growth Opportunities:

• Leadership Advancement: Potential to grow into a Chief Experience Officer (CXO) or other senior executive roles within product or technology leadership.
• Strategic Influence: Opportunity to shape the long-term product vision and technological direction of Trustpilot, particularly in emerging areas like AI.
• Building and Scaling: Significant opportunity to build and mature a world-class design and research organization from its current state, establishing best practices and a strong team culture.
• Industry Recognition: Potential to become a recognized leader in the UX and design community through external engagement and thought leadership.
• Cross-Functional Leadership: Develop broader business acumen by collaborating closely with C-suite executives across product, engineering, marketing, and sales.

📝 Enhancement Note: The "Talent Acceleration Programs" mentioned in the benefits section specifically support this role's growth potential. As a VP reporting to the CPO, the individual will be instrumental in defining the future of Trustpilot's user interfaces and user journeys, particularly as AI integration progresses.

🌐 Work Environment

Office Type: Trustpilot offers a hybrid work model, with a central office location in London providing a collaborative and amenity-rich workspace. The role is primarily on-site.

Office Location(s): The primary office location for this role is London, England. Trustpilot also has operations in Amsterdam, Denver, Edinburgh, Hamburg, Milan, and New York, suggesting a global company with opportunities for cross-office interaction.

Workspace Context:

• The London office is described as "central" and equipped with amenities like table tennis, a gaming corner, coffee bars, and snacks, fostering a social and engaging work environment.
• This setup encourages collaboration, informal interactions, and team building among "Trusties."
• The environment is expected to be dynamic and fast-paced, typical of a growing FTSE-250 tech company.

Work Schedule: While specific hours aren't detailed, a full-time role with flexible working options is implied. The focus is on delivering results and managing teams effectively, with flexibility to support personal needs.

📝 Enhancement Note: The description of the office environment, including specific amenities, aims to attract candidates who value a vibrant workplace culture and opportunities for social interaction alongside their professional responsibilities. The emphasis on a "central office location" for London reinforces the on-site expectation.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A preliminary call with a recruiter to assess general fit and interest.
• Hiring Manager Interview: Discussion with the Chief Product Officer (CPO) focusing on strategic vision, leadership experience, and alignment with Trustpilot's mission.
• Team & Peer Interviews: Meetings with key stakeholders, including Product Managers, Engineering Leads, and potentially other design leaders, to evaluate collaboration style and functional expertise.
• Portfolio Review Session: A dedicated session where the candidate presents their portfolio, showcasing their team's work, leadership approach, and impact. This is a critical step to assess strategic thinking and execution capabilities.
• Executive/Final Interview: Potentially a final meeting with other senior leaders to confirm cultural fit and strategic alignment.

Portfolio Review Tips:

• Strategic Narrative: Structure your presentation to tell a compelling story about how your team's work has driven business outcomes and user satisfaction.
• Showcase Leadership: Highlight your role in team development, process improvement, and strategic decision-making, not just individual contributions.
• Quantify Impact: Whenever possible, use metrics to demonstrate the tangible results of your team's efforts (e.g., conversion rates, engagement uplift, efficiency gains).
• Design System Maturity: Provide clear examples of how your design systems have scaled, improved consistency, and boosted efficiency for designers and engineers.
• Research Integration: Illustrate how user research has been systematically integrated into the design process to create user-centric solutions.
• AI/Future Focus: If applicable, showcase any forward-thinking projects or strategies related to AI integration or emerging technologies.

Challenge Preparation:

• Be prepared to discuss your approach to building and scaling design and research functions.
• Expect questions about how you would define and implement design strategy for new initiatives, particularly those involving AI.
• Consider how you would foster a collaborative and high-performing team culture, especially within a geo-dispersed structure.
• Have thoughtful questions ready about Trustpilot's product vision, current design challenges, and the future of UX within the company.

📝 Enhancement Note: The portfolio review for a VP role will heavily scrutinize strategic thinking, operational leadership, and the ability to demonstrate measurable impact through team efforts, rather than individual design execution. The integration of AI is a key differentiator to prepare for.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Sketch, Adobe Creative Suite (Illustrator, Photoshop), InVision, Axure RP.
• User Research Platforms: UserTesting.com, Optimal Workshop, Maze, SurveyMonkey, Qualtrics, Typeform.
• Design System Management: Storybook, zeroheight, or similar documentation tools.

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics.
• Product Analytics: Amplitude, Mixpanel, Pendo.
• Data Visualization: Tableau, Power BI, Looker.

CRM & Automation:

• CRM: Salesforce (likely used by Sales/Marketing, but understanding its integration with UX is beneficial).
• Project Management: Jira, Asana, Trello, Monday.com.
• Collaboration: Slack, Microsoft Teams, Confluence.

📝 Enhancement Note: While the JD doesn't explicitly list tools, the responsibilities (e.g., design systems, user research, SaaS products) imply proficiency in industry-standard tools. A VP in this role would be responsible for evaluating and potentially selecting tools for the team, so an understanding of the landscape is crucial.

👥 Team Culture & Values

Operations Values:

• Trust: As the company name suggests, trust is foundational. This translates to transparency, honesty, and reliability in all interactions and product experiences.
• Customer Centricity: The "voice of our customers" being represented "at all levels" highlights a deep commitment to understanding and serving user needs.
• Collaboration & Connection: Emphasis on "connecting teams," "working across borders and cultures," and fostering relationships suggests a highly collaborative and integrated work environment.
• Growth & Innovation: A "growth mindset," "desire to make things better," and focus on "new wave of digital experiences" indicate a culture that embraces change, learning, and forward-thinking.
• Excellence & Craftsmanship: Elevating the "craft of product design" and delivering "high-quality user experiences" points to a value placed on strong execution and attention to detail.

Collaboration Style:

• Cross-functional Integration: The role requires seamless collaboration with Product Management, Engineering, Brand, and Marketing to ensure a unified approach to product development and user experience.
• Data-Informed Decision Making: Collaboration will heavily involve leveraging insights from user research and analytics to guide strategic and tactical decisions.
• Open Communication: The emphasis on "clarity, honesty, and respect" suggests an open and direct communication style is encouraged.
• Mentorship and Development: A culture that supports "talent acceleration programs" and "learning and development opportunities" fosters collaborative growth and knowledge sharing.

📝 Enhancement Note: Trustpilot's stated values of connection, diversity, and impact are key to understanding the cultural nuances. The VP will be expected to embody and promote these values within their team and across the organization.

⚡ Challenges & Growth Opportunities

Challenges:

• Scaling Design & Research: Building and scaling these functions effectively in a fast-growing, publicly traded company requires robust processes, clear communication, and strategic resource allocation.
• Integrating Emerging Technologies: Leading the design for "new wave of digital experiences" and "agentic AI experiences" presents the challenge of navigating uncharted territory, requiring innovation and adaptability.
• Balancing B2C & B2B Needs: Ensuring a consistent and high-quality experience for both consumer users and business customers, each with distinct needs and workflows.
• Driving Design Influence: Effectively embedding design thinking and user advocacy at all levels of a large organization, ensuring it's not an afterthought but a core component of strategy.
• Managing Geo-Dispersed Teams: Maintaining a cohesive team culture, effective communication, and consistent quality across geographically dispersed teams.

Learning & Development Opportunities:

• AI & Future of UX: Deep dive into the application of AI in user experience design and product development, shaping the future of Trustpilot's offerings.
• Executive Leadership: Develop advanced leadership skills, strategic planning, and financial acumen through direct experience and company programs.
• Industry Best Practices: Stay at the forefront of UX, research, and design trends through conferences, networking, and continuous learning initiatives.
• Cross-functional Expertise: Gain a comprehensive understanding of different business functions by working closely with C-suite leaders.
• Mentorship: Benefit from mentorship from senior leaders and contribute as a mentor to emerging talent within Trustpilot.

📝 Enhancement Note: The challenges are inherent in a senior leadership role at a growing tech company, particularly one embracing new technologies like AI. The growth opportunities are significant, offering a path to broad strategic impact and executive development.

💡 Interview Preparation

Strategy Questions:

• "How would you approach defining and executing Trustpilot's UX, Research, and Design strategy for the next 3-5 years, considering our move into AI-driven experiences?" (Focus on strategic planning, vision setting, and adaptation to new tech.)
• "Describe your philosophy on building and scaling high-performing, geo-dispersed design and research teams. What are the key pillars of your management approach?" (Focus on leadership, team building, operational excellence, and remote management.)
• "Walk us through a time you've successfully translated a complex product strategy into tangible, user-centric deliverables. What was your role, and what were the outcomes?" (Focus on execution, collaboration with Product Management, and impact demonstration.)

Company & Culture Questions:

• "How do you see the role of UX and design in building trust for a platform like Trustpilot? How would you ensure our 'universal symbol of trust' is reflected in our user experiences?" (Focus on understanding Trustpilot's mission and translating it into design principles.)
• "How would you foster a collaborative and innovative culture within the UX, Research, and Design team, and how would you ensure this team effectively collaborates with Product and Engineering?" (Focus on team dynamics, communication, and cross-functional relationships.)
• "How do you measure the impact of design and research on business objectives? Provide examples of key metrics you've used and how you've reported on them." (Focus on data-driven decision-making and ROI demonstration.)

Portfolio Presentation Strategy:

• Structure for Impact: Begin with an executive summary of your team's overall impact and key achievements. Then, dive into 2-3 detailed case studies that best represent your leadership in strategic design, team building, and driving measurable outcomes.
• Highlight Leadership: For each case study, clearly articulate your role as a leader – how you set direction, enabled your team, facilitated collaboration, and managed challenges.
• Showcase Systems & Processes: Dedicate a section to your experience with design systems, research methodologies, and process optimization. Illustrate how these operational elements contribute to efficiency and quality.
• Address AI/Future: If you have relevant experience with AI, machine learning, or emerging technologies, ensure these are highlighted, perhaps as a dedicated case study or integrated into relevant examples.
• Quantify Everything: Use data, metrics, and user feedback to support your claims about impact and success.
• Prepare for Q&A: Anticipate questions about your decision-making process, how you handle conflict, and your vision for the future of UX at Trustpilot.

📝 Enhancement Note: For a VP role, interview preparation should focus on strategic thinking, leadership capabilities, operational management, and the ability to articulate a clear vision for the function. Demonstrating an understanding of Trustpilot's unique position in the market and its future direction (especially concerning AI) will be crucial.

📌 Application Steps

To apply for this VP of UX, Research and Design position:

• Submit your application through the provided link on the Trustpilot careers page.
• Curate Your Portfolio: Select 2-3 of your most impactful projects that best showcase your team's strategic leadership, operational excellence in design systems and research, and measurable business outcomes. Tailor the presentation to highlight experience in SaaS, B2B/B2C platforms, and any relevant AI/emerging technology initiatives.
• Optimize Your Resume: Ensure your resume clearly articulates your extensive experience in design leadership, people management (including managing managers and geo-dispersed teams), strategic planning, and driving product innovation. Use keywords from the job description such as "UX," "User Research," "Product Design," "Design Strategy," "Design Systems," and "SaaS."
• Prepare Your Narrative: Practice articulating your leadership philosophy, your approach to building and scaling teams, and how you measure and drive impact. Be ready to discuss your vision for Trustpilot's UX and design future, particularly with AI integration.
• Research Trustpilot: Thoroughly understand Trustpilot's mission, market position, product offerings, and recent company news. Familiarize yourself with their current user experience and any publicly available information on their technological direction.

⚠️ 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.

---