Customer Experience Strategist

3 weeks ago

Sydney, New South Wales, Australia Canva Full time
Customer Experience Lead

At Canva, we're on a mission to make design accessible to everyone. As a Customer Experience Lead, you'll play a critical role in shaping the user experience for our millions of users worldwide.

About the Role

This is a unique opportunity to join our User Voice team and drive the design of our support experience. You'll be responsible for defining the processes, logic, policies, and overall support experience for users requiring support for issues while editing and designing on Canva. You'll work closely with our product teams to ensure that our support experience meets user needs while being deliverable at scale and at sustainable cost.

Key Responsibilities

- 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
- Break down this end-to-end experience into discrete goals for each part of User Voice's global teams
- 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
- Deliver User Voice insights to relevant product teams to shape experience to avoid service issues in the first place
- 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
- 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

What You'll Need

- A passion for customer experience, with a track record of designing scalable, user-centric solutions that reduce friction and elevate satisfaction
- A fast decision-maker with excellent judgment: you know how to handle a complex situation and see it through to a positive outcome
- A deep love of, and significant experience in, solving user issues at scale
- A good balance of strategic and tactical approaches, seeing opportunity everywhere and keeping a focus on delivery
- The ability to get buy-in from key stakeholders
- Experience in customer support operations from fast-growing SaaS or platform-based businesses, with a focus on scaling solutions
- The ability to work independently, but also love collaborating with people from different disciplines and countries and sharing a vision for User Experience

What We 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

How to Apply

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.

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