Customer Experience Strategist

4 weeks ago

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

We are seeking a highly skilled Customer Experience Strategist to join our User Voice team at Canva. As a key member of our team, you will be responsible for designing and delivering exceptional customer experiences that meet the needs of our users.

As a Customer Experience Strategist, you will work closely with our product and business teams to understand user needs and develop solutions that drive user satisfaction and loyalty. You will be accountable for defining the processes, logic, policies, and overall support experience for users requiring support for issues while editing and designing on Canva.

You will be responsible for designing the right mix of channels between help centre, in-product assistant, chatbot, chat, email, and other possible future channels. The experience needs to meet user needs while also being deliverable at scale and at sustainable cost.

Key Responsibilities:

  • Design and deliver exceptional customer experiences that meet user needs
  • Work closely with product and business teams to understand user needs and develop solutions
  • Define processes, logic, policies, and overall support experience for users
  • Design the right mix of channels to meet user needs
  • Ensure experience is deliverable at scale and at sustainable cost

Requirements:

  • Passionate about customer experience with a track record of designing scalable, user-centric solutions
  • Fast decision-maker with excellent judgment
  • Deep love of and significant experience in solving user issues at scale
  • Good balance of strategic and tactical approaches
  • Ability to get buy-in from key stakeholders
  • Experience in customer support operations from fast-growing SaaS or platform-based businesses

About Canva

Canva is a leading online design and publishing platform that makes it easy for anyone to create stunning designs. Our mission is to empower creativity and make design accessible to everyone.

We are a fast-growing company with a strong culture of innovation and collaboration. We are committed to creating a workplace that is inclusive, diverse, and supportive of our employees' well-being.

Benefits:

  • Equity packages
  • Inclusive parental leave policy
  • Annual Vibe & Thrive allowance
  • Flexible leave options

Join our team and be part of something amazing

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