Customer Experience Strategist

2 weeks ago

Sydney, New South Wales, Australia Canva Full time
About the Role

We're looking for an experienced Customer Experience Strategist to join our User Voice team at Canva. As a key member of our global customer support operations, you'll be responsible for designing and delivering exceptional customer experiences that meet our users' needs.

Your primary focus will be on 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 internal stakeholders to ensure that our global capabilities are aligned on delivering this experience with clear and defined goals and objectives.

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.

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