Qualifications
Key Responsibilities:Architect a 'Single Source of Truth': Manage the complete reporting and dashboard infrastructure within Salesforce and Looker, ensuring that performance data is reliable and accessible to everyone from front-line agents to the executive team.Build Proactive Forecasting Models: Develop and enhance models that reliably predict contact volumes and staffing requirements, enabling effective resource management and operational risk mitigation.Drive Strategic Performance Management: Lead the performance framework for the Customer Support team by establishing strategic KPIs and analyzing trends to pinpoint bottlenecks and identify improvement opportunities.Translate Data into Strategy: Convert complex operational data into compelling, actionable insights and recommendations that influence senior leadership and our overall departmental strategy.Ensure Data Excellence and Governance: Maintain the integrity and accuracy of our data across all platforms, while establishing professional standards for data management.
About the job
Join Trustpilot on our exciting journey! As a profitable, high-growth company listed on the FTSE-250, we aim to be the universal symbol of trust. Operating the world's largest independent consumer review platform, we're proud of our accomplishments but there's much more to achieve. Become part of our mission to foster trust!
Are you a strategic architect ready to revolutionize our performance-data ecosystem? As an integral member of the Customer Experience Performance team, you will lead the transition of our Customer Experience and Support department from reactive reporting to proactive, predictive planning. In this impactful individual contributor role, you will transform intricate data into clear, actionable strategies that guide executive decision-making.
By overseeing our reporting, analytics, insights, and forecasting, you'll collaborate closely with our Insights & Improvement Manager to ensure we are equipped to deliver outstanding customer experiences and scale effectively. Your challenge will be to establish the "Single Source of Truth" for our Customer Support, Digital Support, Enablement, Quality, and Voice of Customer data, nurturing a culture of performance excellence throughout our department and the larger organization.
About Trustpilot
At Trustpilot, we are dedicated to creating a more trustworthy world through the power of customer reviews. As a leading platform in consumer feedback, we empower businesses to improve their services and foster trust among their customers. Our culture is built on collaboration, innovation, and a shared commitment to excellence.