Copy of Comms and Process Optimisation Specialist

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

The Reporting and Optimisation team is an established team known for delivering significant value and driving positive change within the larger Trust organization at Trustpilot. Our mission is to enhance the customer journey and optimise service design by leveraging data-driven insights and streamlined processes. We are committed to transforming complex processes into simple, clear, and effective communications for our global customer base.

As a Comms and Process Optimisation Specialist within our collaborative Reporting and Optimisation team, you will play a pivotal role in refining the customer and agent experience within Trust. This is a blended role with time roughly split between two crucial areas:

• Enhancing Communications: Working closely with the Comms Manager, you will focus on developing high-quality, clear, and concise content across multiple channels.
• Driving Process Optimisation: You will simultaneously apply your expertise in process mapping and data-driven analysis to identify and eliminate inefficiencies in how and when we communicate.

Your combined expertise in clear writing, process mapping, and data analysis will directly contribute to streamlining operations, improving workflows, and significantly enhancing the overall clarity and experience for our customers within the Trust and Safety division.

What you'll be doing:
Customer-Centric Communication & Content

• Writing Automated Communications: Develop clear, effective, and on-brand content for automated messages, ensuring consistency and accuracy across the customer journey
• Writing Canned Responses: Create a library of concise and helpful canned responses for agents to improve efficiency and maintain a consistent voice and tone
• Help Centre Content: Write, update, and maintain comprehensive and easy-to-understand help centre articles for our customers
• Customer Experience Enhancement: Support initiatives aimed at enhancing our customer experience through improved clarity and efficiency in communications

Process Optimisation & Design

• Process Mapping & Design: Collaborate with stakeholders to conduct process mapping and design, identifying key steps, dependencies, and communication touchpoints
• Optimisation Identification: Proactively identify opportunities in both internal processes and customer communications to drive efficiency and clarity
• Data-Driven Improvement: Use both quantitative data and internal process investigations to pinpoint and recommend areas of improvement for communications and workflows
• Journey Mapping: Begin to map and document an internal Trust customer journey to better understand and serve their needs

Collaboration & Strategic Support

• Cross-Team Collaboration: Work closely with the wider Trust team to deeply understand their specific communication requirements and current pain points.
• Project Support: Collaborate with the wider Trust team and the Project Optimisation Specialist to understand project requirements, identify potential solutions, and define immediate, measurable improvements to optimise customer and agent performance

Who you are:
Experience & Technical Skills:

• Relevant experience in a professional writing, technical writing, or communications role, ideally within a service, Trust & Safety, or operational environment.
• Demonstrated ability to write clear, concise, and engaging content for different channels and audiences (e.g., automated messages, help centre, agent-facing tools).
• Experience with process mapping or workflow documentation is highly desirable.
• Familiarity with systems such as Salesforce Service Cloud or Zendesk is a plus, specifically in relation to managing and deploying content.
• Comfortable using data or user feedback to inform and improve content performance.

Core Capabilities:

• Exceptional written and verbal communication skills, with a commitment to accuracy and clarity.
• Strong ability to translate complex processes into simple, user-friendly language.
• An analytical and resourceful approach, with a strong interest in identifying inefficiencies and recommending effective, measurable solutions.
• Excellent collaboration skills and the ability to engage effectively and build relationships with technical and non-technical stakeholders across different departments.
• Ability to prioritise and manage multiple writing projects concurrently, consistently meeting deadlines and thriving in an evolving environment

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

LI-Hybrid

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

About us

Trustpilot began in 2007 with a simple yet powerful idea that is more relevant today than ever — to be the universal symbol of trust, bringing consumers and businesses together through reviews. Trustpilot is open, independent, and impartial — we help consumers make the right choices and businesses to build trust, grow and improve.

Today, we have more than 300 million reviews and 64 million monthly active users on average across the globe, with 140 billion annual Trustbox impressions, and the numbers keep growing. We have more than 1,000 employees and we're headquartered in Copenhagen, with operations in Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan and New York.

We're driven by connection. It's at the heart of what we do. Our culture keeps things fresh –– it's built on the relationships we create. We talk, we laugh, we collaborate and we respect each other. We work across borders and cultures to be the universal symbol of trust in an ever-changing world. With vibrant office locations worldwide and over 50 nationalities, we're proud to be an equal opportunity workplace with diverse perspectives and ideas.

Our purpose to help people and businesses help each other is a tall order, but we keep it real. We're a great bunch of humans, doing awesome stuff, without fuss or pretense. A successful Trustpilot future is driven by you –– we give you the autonomy to shape a career you can be proud of. If you're ready to grow, let's go.

Join us at the heart of trust.

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 People Team at , quoting the role you wish to apply for.

---