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Voice of Customer Program Manager
1 week ago
This is a Voice of Customer Program Manager role with one of the leading companies in AU right now -- Canva -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the takes off.
More About the Role at Canva
## **Job Description** **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. But you have choice in where and how you work, we trust our Canvanauts to choose the balance that empowers them and their team to achieve their goals. **About the Group** The **Close the Loop Group** sits within the **User Voice supergroup** and is responsible for amplifying our users' voices throughout the rest of Canva, as well as working with other teams to ensure our users have an issue-free experience. One of the ways we do this is through analysis of our direct user feedback channels like support tickets, social media feedback and in-product surveys, and then by working with teams around the business to understand, prioritise and action this feedback. We strive to shine a light on possible issues and opportunities in the product, to ensure our users are getting the best experience we can give them. **About the Role** As a **Voice of Customer Program Manager**, you'll work in our Close the Loop Group to analyse qualitative and quantitative user feedback data, including 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 Canva to understand and prioritise these insights to ensure the most important issues and requests are captured on our teams' roadmaps. This may be to share emerging feedback trends or issues during the rollout of new features, prior to product development to better understand our user needs, or in an ongoing manner, to constantly monitor any issues or requests our users may have. The overarching aim of the role is to 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. **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. - **Champion the Voice of the Customer **– Synthesise insights from multiple user feedback channels (support, app store, in-product feedback, etc.) to help teams understand top user issues and requests. - **Drive Impactful Change** – Work closely with Product, Design Experience, Generative AI, and Content & Discovery teams to ensure user feedback directly influences product decisions. - **Connect the Dots** – Identify patterns across qualitative and quantitative data sources to create compelling narratives that drive alignment and action. - **Facilitate Cross-Functional Collaboration** – Partner with key stakeholders, run workshops, and develop storytelling decks to align teams on priorities and product roadmaps. - **Be the Subject Matter Expert **– Lead the Close the Loop program for specific product areas, ensuring teams have the right insights to make data-informed decisions. - **Own Feedback Analysis Tools **– Manage and optimize internal feedback triage systems, working hands-on to improve how we analyze and action user feedback. **You're probably a match if you** - Have **at least 3-5 years experience in Voice of the Customer**, Customer Experience, or Customer Insights, with a proven track record of turning user insights into actionable outcomes. - Are a strong visual storyteller. You can craft compelling presentations and narratives that drive decisions. (Your application is a great way to show this) - Thrive in an individual contributor role, owning the strategy and execution with a strong bias to action. - Have great communication skills and excel at rallying cross-functional teams to align on priorities and drive impact. - Have strong user empathy: you constantly advocate for them and can easily understand the why behind the what to uncover root causes of product issues or requests. - Have good product and UX sense and can use this to identify strategically valuable and viable product opportunities from user feedback. - Are comfortable with data analysis, able to synthesize insights without relying on data analysts for basic analysis. - Have a product-focused mindset, with the ability to connect the dots between user feedback, business needs, and product decisions. - Enjoy (and ideally have experience) in collaborating with technical teams, such as Product Managers, Designers, and Engineers to translate insights into product decisions. **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
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