CJKI User Voice AI Knowledge Management Expert

About the team

CJKI

Canva’s mission is to empower the world to design. With over 220 million users already on board, we have a bold vision to reach 1 billion users. The CJKI Group is dedicated to this mission, pouring our hearts and souls into driving hyperlocalization. We strive to make Canva feel like a local experience in China, Japan, South Korea, and India, ensuring that our platform resonates deeply with users in these regions.

Global User Voice Enablement

The Global User Voice Enablement Group is on a mission to delight users in every interaction with Canva by empowering every specialist to deliver outstanding support. The Content & Knowledge Management team plays a crucial role in ensuring Canva’s knowledge base and support content remain world-class, helping users find solutions independently and efficiently.

What you’ll do

• You have experience in AI content design or knowledge management.

You’ll use your writing skills and user experience principles to craft AI UX copy that empowers our users to self-help, and our customer happiness specialists to solve issues quickly. You understand what good looks like and have owned many projects where the content was used as a key lever to achieve strategic business or customer goals. You’ll also work with the rest of the content operations team to tackle problems we’re all facing, so we can continue to build a robust, thriving specialty within User Voice and across Canva.

• You have a unique ability to organize a lot of information and complexity.

You think strategically while pushing for clarity and simplicity. You have a gift for organizing and communicating complex information and ideas so that people find them intuitive to consume. You adopt a user-first mindset and work hard to deeply understand the needs of internal and external users. You have experience with a headless content management system to create, publish and manage content in a single source of truth.

• You are a strategic thinker with great leadership.

User Voice has a complex ecosystem of content across many channels. You will be seen as a leader for content design thinking in the content operations space. You'll define how we keep the quality bar high across our content. You'll use your head for strategy to connect the user experience together with the right information, at the right time, to the right person. You use data to understand where to put your time and energy  to have maximum impact on your goals and projects

• You are willing to roll up your sleeves.

You are self-motivated and adaptable. You’re happy to roll up your sleeves with any task toward the bigger picture. You may need to facilitate a focus group discussion to gather insights one day, and be asked to present a long-term strategy the next– and the idea of putting into practice the many skills and experiences you’ve gathered over the years energizes, excites, and fulfills you!

• You collaborate and communicate with ease.

You’ll be able to understand the complexity of working with multiple stakeholders with different needs. You will be a key point of contact for the team, liaising with various stakeholders (like designers, PMs, engineers and researchers) across the organisation to find the best solutions for our users by clarifying briefs, aligning expectations, managing deliverables and timelines as well as identify future opportunities for collaboration. You'll work closely with multiple teams to craft your team's immediate roadmap while rallying others around your longer-term vision for content design and knowledge management.

What we're looking for

• You’re a senior Knowledge Management Expert or Content Designer who’s got a proven track record of solving complex problems, ideally in the tech/SaaS industry. This means you have at least 3-5 years of knowledge architecture/knowledge management/ content design or UX writing experience.
• Mandarin Chinese is your first language, with fluent verbal and written communication skills in English, to enable effective communication with internal stakeholders. Working proficiency in Japanese or Korean is a big plus.
• You have incredible AI UX writing skills, and are a stickler for brand voice, consistency and style.
• You’re interested in the interplay of support processes, systems, and operations and how content can improve them. Previous work that demonstrates a solid understanding of service design is a bonus. 
• You're excited by the opportunity to contribute to a rapidly growing and critical function of Canva and recognize the impact that can come from improving the experience for our external and internal users.
• You know how to work independently, but you also love collaborating with people from different disciplines and sharing the power of content design.
• You’ve got a good balance between big-picture thinking and nailing the details.
• You’re not afraid of complex problems – in fact, that’s where you thrive.
• 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.
• You like to move quickly, and aren’t afraid of fast growth and rapid change. Canva is growing faster than you can imagine – which means solutions that worked 6 months ago might break. You’re up for that challenge.
• You know how to prioritize ruthlessly and handle responsibilities for a wide number of projects – focusing your attention on the areas that matter most.

What the candidate will learn and how will they develop at Canva

• The opportunity for growth is huge – creating company-wide solutions, and seeing them through long-term. Content design is still new in this part of User Voice, so your work will have a massive impact.
• You’ll be able to work in a fast-moving environment and see how your ideas work at scale. 
• We want this to be a mutually rewarding relationship, so we’ll support your growth and development throughout your time at Canva.