Improved customer perception and increased public trust by driving a cross-functional initiative to raise the company’s Trustpilot score which was very poor at 1.2 out of 5 — a newly prioritized reputation metric. Partnered with Marketing and Support to operationalize review engagement and launch email and in-app customer review solicitation campaigns.

Problem Identification
Flagged by the Risk team, I took ownership of a low Trustpilot score—an underutilized customer feedback channel—and identified the opportunity to improve brand perception and public trust.

Platform Research & Strategy: Led a deep dive into the Trustpilot platform and collaborated with their sales team and internal Marketing stakeholders to define the project roadmap that was aligned with customer experience and brand goals.

Support Workflow Overhaul: Redesigned Support team workflows to include timely, personalized responses to all Trustpilot reviews — a first for the company — improving engagement and demonstrating responsiveness.

Customer Engagement Campaigns: Developed and presented a compelling business case to Marketing leadership. Partnered with Lifecycle and In-App Marketing to embed review prompts in customer journeys, encouraging satisfied users to leave positive reviews.

Cross-Functional Leadership: Bridged efforts across Support, Marketing, and Platform Partnerships to ensure coordinated execution, track results, and iterate on engagement strategies.

Results: