Customer Experience Lead - User Voice

Join the team redefining how the world experiences design.
Hey, g'day, mabuhay, kia ora, 你好, hallo, vítejte!
Thanks for stopping by. We know job hunting can be a little time consuming and you're probably keen to find out what's on offer, so we'll get straight to the point.
Where and how you can work
Our flagship campus is in Sydney. We also have a campus in Melbourne and co-working spaces in Brisbane, Perth and Adelaide. This role is open to applicants looking for a hybrid style of working, who are able to attend one of our AU campuses frequently to collaborate with teams.
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.
The User Voice Business Partner , also known as Customer Experience Lead will be accountable for defining the processes, logic, policies and overall support experience for users requiring support for issues while editing and designing on Canva. They will be responsible for designing the right mix of channels between help centre, in-product assistant, chatbot, chat, email and other possible future channels, e.g. phone support. The experience needs to meet user needs whilst also being deliverable at scale and at sustainable cost.
Having designed the experience, this role is then responsible for ensuring all the parts of User Voice's global capabilities are aligned on delivering this experience with clear and defined goals and objectives , and ensuring product roadmaps accommodate the diverse needs of both this segment of users, and the internal stakeholders with whom the User Voice Business Partner will be closely collaborating. This role is also accountable for the overall performance delivery against these goals - they will communicate progress, identify issues and resolve situations large and small rapidly and effectively.
The role will initially be an internal contributor role within the User Voice group and as a partner to internal business and product teams across areas that touch on editing and designing. They will have access to the full network of User Voice capabilities. Over time, the role may include a small direct team.
At the moment, this role is focused on:

• Service design: Design the User Voice end-to-end experience for customers, ensuring our processes, policies, and systems reflect the current needs of our users and our business
• Service design: Break down this end-to-end experience into discrete goals for each part of User Voice's global teams
• Service delivery: Be accountable for overall results and cost to internal stakeholders. You will leverage data-driven insights to continuously refine our service delivery model, ensuring it scales efficiently with Canva's growth
• Identify and resolve issues large and small; You will take ownership of the full end-to-end customer experience strategy and its execution, influencing how millions of Canva users interact with our platform
• Voice of Customer: Deliver User Voice insights to relevant product teams to shape experience to avoid service issues in the first place
• 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
• Change Management: Manage product or business changes that impact our users, liaising between User Voice stakeholders and other internal teams to ensure changes are managed effectively and in a way that doesn't negatively impact the user experience

You're probably a match if

• You are passionate about customer experience, with a track record of designing scalable, user-centric solutions that reduce friction and elevate satisfaction
• You're a fast decision-maker with excellent judgment: you know how to handle a complex situation and see it through to a positive outcome
• You have a deep love of, and significant experience in, solving user issues at scale.
• You have a good balance of strategic and tactical approaches, seeing opportunity everywhere and keeping a focus on delivery
• You know how to get buy-in from key stakeholders
• You've got a track record of bringing people on the journey with you - with clarity on what's changing and why, and clarity on responsibilities and actions to be taken
• You bring extensive experience in customer support operations from fast-growing SaaS or platform-based businesses, with a focus on scaling solutions
• You 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're energized by complex challenges-it's where you shine the brightest and do your best work
• You're a pro at prioritizing and managing multiple projects, always zeroing in on what matters most to make the biggest impact!
• You thrive in a fast-paced environment and embrace rapid growth and change. At Canva, we're growing at lightning speed, and what worked six months ago might need rethinking today-but you're excited by the opportunity to innovate and adapt
• You have a passion for coaching others to deliver their most impactful work

About the team
Help and support, especially at scale, is a complex and exciting problem space. Canva's User Voice team's mission is both to provide insights back to the company to address issues before they happen as well as to make getting help and inspiration simple for everyone and every design. Their purpose is to make it easy to exchange help, ideas, and inspiration with people using Canva around the world.
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 range 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 too
• Inclusive parental leave policy that supports all parents & carers
• An annual Vibe & Thrive allowance to support your wellbeing, social connection, office setup & more
• Flexible leave options that empower you to be a force for good, take time to recharge and supports you personally

Check 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.
We celebrate all types of skills and backgrounds at Canva so even if you don't feel like your skills quite match what's listed above - we still want to hear from you!
Please note that interviews are conducted virtually.