Service Design & Insights Program Manager

Company Description

Join the team redefining how the world experiences design.

Kamusta, 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, Australia, but our hubs in Beijing and Wuhan are home to our operations in China. Our China hubs have been designed with you in mind - a space for you to come together and connect with your team, both near and far. With delicious breakfast and lunch meals provided (and with plenty of snacks), you'll always stay fuelled to take on the day. Zoom the Sydney team with tea and biscuits? You got it!

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 hyperlocalisation. 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.

User Voice

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.

About the Role/Specialty

As a Service Design & Insights Program Manager, you’ll work in our CJKI User Voice team to:

Service design

This role will share a strong view of what the help product vision and details are for Canva CN, including but not limited to developing local help products that are in line with CN industry expectations, and designing the right mix of channels between help centre, help assistant, phone, chat, email and other possible future channels. 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 CN User Voice’s capabilities are aligned to deliver 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 this role 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.

Voice of Customer

This role will analyse qualitative and quantitative user feedback data, including social media feedback, help assistant conversations, support tickets, in-product surveys and other channels, and distil it into actionable insights for our teams. You’ll then work closely with teams around User Voice and CJKI to understand and prioritise these insights to ensure the most important issues and requests are captured on our teams’ roadmaps. This role will proactively identify meaningful ways to improve the user experience based on signals from our user feedback, and then ensure these improvements are actioned by the right team.

Job Description

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

Qualifications

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.

Additional Information

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 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.

Please note that interviews are conducted virtually.