About this role
What you’d be doing in this role
As Canva scales, change continues to be part of our DNA. But we like to think that's all part of the fun. So this will give you the flavour of the type of things you'll be working on when you start, but this will likely evolve.
We’re looking for passionate people with a hunger to empower and support Canva users. We need someone who loves challenges just as much as we do, and is open and adaptable to a company as dynamic as Canva. Do you want to work within a cross-cultural, customer-focused organisation? If your answer is yes, then we would love to hear from you!
Key responsibilities of this role include:
Service design: You’ll design the China User Voice end-to-end experience for customers, taking Canva's global platforms and localising it for CN users' needs. You’ll break down the end-to-end experience into discrete goals for each part of China User Voice team
Voice of Customer: You’ll be the owner of Canva China Voice of Customer programs and systems. Create Voice of Customer insight reports and deliver to relevant product teams to shape user experience and ensure the top opportunities are captured on product roadmaps.
Service Quality: You’ll be the owner of Canva China Service quality framework and systems. Create service quality reports and deliver help assistant, human support quality improvement insights to China User Voice internal stakeholders.
Program Delivery: You’ll scope projects from chaos to clarity, clearly define and articulate problems/opportunities, set the success measure, drive project deliveries in a timely manner, optimising the balance between quality, capacity, cost, and user engagement.
Stakeholder management: Identify the right stakeholders across the business and create/maintain relationships with them to deliver the best outcomes for the business and for our users
What we're looking for
We’re looking for someone with experience in setting up, running or significantly contributing to a Voice of Customer or Customer Experience program. You’re good with data, both qualitative and quantitative, and can combine it with excellent communication skills and user empathy to share compelling stories. Your product and UX intuition mean you can prioritise the right actionable insights to share back to teams and you collaborate seamlessly to deliver meaningful product improvements for our users.
Ideally, you:
Have 3-5 years of experience in driving, Voice of Customer, Customer Experience or Customer Insights program. Product management experience will be a big plus.
Have strong user empathy: you constantly advocate for them and can easily understand the why behind the what to uncover root causes of issues or requests
Are an excellent storyteller and communicator: you know how to get buy-in from key stakeholders. You’ve got a track record of bringing people on the journey with you – they know what’s changing and why.
Have good product and user experience sense and can use this to identify strategically valuable and viable product opportunities from user feedback
Are a fast decision maker with excellent judgement: you know how to handle a complex situation and see it through to a positive outcome
Have a deep love of, and significant experience in, solving user issues at scale.
Thrive in fast-changing environments, seeing opportunity everywhere and keeping a focus on delivery. You’re not afraid of complex problems – in fact, that’s where you thrive.
Have excellent prioritisation skills: you’ll need to be able to cut through the noise to ensure you’re focusing your efforts, and other teams’ efforts, on the right things
Know how to work independently, but you also love collaborating with people from different disciplines and countries and sharing a vision for User Experience.
You’ve got a good balance between big-picture thinking and nailing the details.
What's in it for you?
Achieving our crazy big goals motivates us to work hard - and we do - but you'll experience lots of moments of magic, connectivity and fun woven throughout life at Canva, too. We also offer a stack of benefits to set you up for every success in and outside of work.
Here's a taste of what's on offer:
Equity packages - we want our success to be yours tooInclusive parental leave policy that supports all parents & carersAn annual Vibe & Thrive allowance to support your wellbeing, social connection, office setup & moreFlexible leave options that empower you to be a force for good, take time to recharge and supports you personallyCheck out lifeatcanva.com for more info.
Other stuff to know
We make hiring decisions based on your experience, skills and passion, as well as how you can enhance Canva and our culture. When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.
Please note that interviews are conducted virtually.